Xfinity Mobile

I wish to make a complaint regarding Xfinity Mobile.  I was getting ready to travel to Cuba for 10 days.  I contacted Xfinity for Global Pass.  I was told by a girl from the Philippines that the cost would be $10. per day & I needed to be sure my phone was on Data Roaming.  I agreed to the charges for the 10 days I would be out of country.  When I got to Cuba I got a quick blurb that stated Cuba was not covered by Global Pass, so I put my phone on airplane mode for the 10 days I was away. I never made a phone call or sent or even looked at text messages.  I only took it off airplane mode when I was on the hotel wifi for my final 3 days to check my airline information.  Upon my return I was charged $3,248.00 for data for 3 days.  I called & spoke with a young man (3/1/24) whom I had trouble understanding, but he said he would escalate my concerns to the Roaming Supervisor & I would receive a call in 3 days (3/4/24).  The call never came.  I called again & spoke to Omar (3/7/24) who told me that there was nothing they could do except work out a payment plan.  Xfinity NEVER should have sold me Global Pass in the 1st place & I feel that I should not be charged this full amount of $3,248.00.  I did get a loan to pay this but I am very unhappy.  I am a Diamond client & have been with the company for 20 years,  I feel I have been very badly treated.

Additionally, the phone tree to speak with an agent regarding matters as grave as this are awful.  You keep going round & round & get a recording about business mobile & not standard mobile.  It is very hard to speak to a live person & especially one that speaks clear English.