Seeking solution

Hello,

I need help regarding two issues:

1. Incorrect $1300 roaming charge (Brazil, Sept 2025)
   Both my phone and my husband’s phone only used WiFi. No roaming data was used, yet we were charged $1300. Multiple agents could not explain why or help dispute it.
2. Roaming not working despite Premium Unlimited with Global Travel Pass included
   My husband traveled to Brazil on Friday. His line is on Premium Unlimited, which includes the Global Travel Pass. His phone has no roaming service at all—only WiFi works. After hours of troubleshooting with multiple agents, the issue remains unresolved.

We are paying for a service that does not work, while being held responsible for charges that we believe are incorrect. Can someone escalate or investigate this properly?