Request for review of $1100+ International data roaming charges

Hi, 

I'm having a very negative experience as a new customer of Xfinity Mobile. I have 3 lines. 2 of them are my parents' lines. They are currently in El Salvador for vacation. My mom's line has incurred $1101.69 as I'm writing this despite all the lines being on the Xfinity Mobile Premium Unlimited Plan with Global Travel Pass Included. Xfinity Mobile Customer service is being of no use. Instead, they are telling that the charges are valid because I didn't call to activate the Global Travel Pass. This makes no sense because I was relying entirely on what your website says when I look at the details of the Global Travel Pass within my account. 

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"You won’t be charged until you activate your pass by using your phone in a covered destination. We'll send you a free text when your pass is activated."

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I repeated this to the 2 last customer service representatives that I spoke to today but both were adamant that I was supposed to call to activate the Global Travel Passes before traveling abroad according to their internal customer support articles. They also kept failing to aknowledge that my lines are on a Monthly Global Travel Pass and not daily passes because I'm on Premium Unlimited so I don't even have the option to add daily passes even if I wanted to. So what they were telling doesn't match up with the instructions or details on your website. So far they have refused to reverse those charges stating that they are valid. They offered vague assurances that they will escalate to their upper management. The first time I called about this issue was immediately upon receiving text alerts from Xfinity about accruing international data roaming charges in excess of $300. I was shocked, upset, and confused by this and I immediately called customer service because I was under the impression that my parents were ok to use their phones because El Salvador is part of the 215 Global Travel Pass destinations.A ticket was opened ([Edited: "Personal Information"]) the first time (Sunday 10/12/25) that I called and the previous agent (Jay) that I talked to today around 2 hours ago had told me that it was worded vaguely and it didn't even mention my concern about reversing these charges which I fully believe are invalid based on the type of plan that I have. Is there anybody from corporate here that can help me resolve this issue???