Global travel pass charged 560$ without using it

We recently traveled outside the U.S. and made sure to turn off the eSIM while abroad. However, upon returning, I was shocked to find a $560 charge on my Xfinity Mobile bill for the Global Travel Pass. When I checked the usage details, I saw that every day always show data usage of 0.01MB, triggering a $10 daily charge per line—totaling $20 per day for our two lines.

I immediately contacted Xfinity Mobile support. The first agent acknowledged it was a system glitch and assured me I would receive a refund. He stated that $430 from the last bill would be refunded, while the remaining $130 (not yet charged) would be credited to my next bill. However, after waiting a week, no refund appeared.

I called again. This time, the agent claimed there was no record of a refund request but assured me she had now processed it. A week later, still nothing. On my third call, another agent confirmed that a refund request existed but had not been processed. He escalated the issue to his manager and guaranteed I would receive my refund within 3–5 business days.

Yet, five days later, there was still no refund. Frustrated, I called one last time. This agent kept me on hold for 30 minutes, only to tell me that—despite everything I had been promised—it was "company policy" that I must pay the full $560.

This is completely unacceptable. Xfinity Mobile acknowledged their system error, repeatedly assured me of a refund, and then ultimately refused to honor it. I expect Xfinity to take responsibility and resolve this issue immediately.