Subject: Who can review my unresolved Xfinity Mobile roaming dispute above the supervisor level?

Before traveling internationally, I contacted Xfinity and was assured my international coverage was activated. When I landed, it was not active, and I had to activate it manually. I called while abroad, during my return stop in Canada, and after returning to the U.S. I repeatedly raised concerns about roaming charges and was assured I would not be charged.

I ultimately paid $584.45 total, including $293.41 in additional charges that I am disputing.

When I called again today, the representatives denied my refund request without adequately addressing those earlier assurances or the coverage text messages I received. During the conversation, a representative tried to sell me two Apple Watches with an additional $20 monthly charge. After I declined and challenged his explanation using my text messages, I felt his tone changed. Before transferring me, he told me the supervisor would decline my request—and the supervisor did.

I also had difficulty obtaining the supervisor’s identifying information. I was eventually given an ID, but I cannot verify it. I do have referencing escalation ticket number.

Who can independently review the call recordings, account notes, and text messages above the supervisor level? Is there an official contact or form for Executive Customer Relations where I can submit my written refund request and supporting evidence privately?