Formal Billing Dispute – $569.22 International Charges / Ticket [Edited]

I am seeking assistance from Xfinity Support with an unresolved Xfinity Mobile billing dispute involving $569.22 in international charges.

I have used Global Pass on previous international trips and have never experienced charges like this before. My account history should reflect that I have had Global Pass active and have traveled internationally without this issue.

On July 13, 2026, I also received a text from Xfinity instructing me to activate the Mexico/Canada Unlimited Plan. I replied “Y” as instructed, but I never received a response or confirmation that the plan was activated.

This is where my concern comes in. If Global Pass was already available on my account, why is there also a separate Mexico/Canada Unlimited Plan? The overlap between these two services is extremely confusing, and I believe this is what ultimately caused the billing issue.

A previous representative reviewed my account, was kind enough to escalate the matter, and also discovered that my plan was outdated. That representative upgraded my plan specifically so this would not happen again and so I would no longer need to rely on Global Pass in the same way.

My escalation was later denied under internal ticket [Edited: "Personal Information"].

I am not disputing my normal monthly charges or the legitimate charge for the Mexico/Canada Unlimited Plan. I am specifically disputing the additional $569.22.

I followed Xfinity’s instructions, replied “Y” to activate the appropriate international plan, already had a history of using Global Pass successfully, and relied on Xfinity’s system to apply the correct coverage.

I am requesting that an Xfinity Support representative please review this at an executive/escalation level, including the July 13 text records, my Global Pass history, the plan upgrade performed by the previous representative, and denied ticket [Edited: "Personal Information"].

I would greatly appreciate assistance getting the $569.22 disputed amount credited and this issue resolved.