XFINITY IS RUINING MY VACATION

I signed up for the Global Travel Pass for both of my phone lines before leaving the USA. Unfortunately, it did not work as expected. Immediately after landing in Australia, my husband’s phone did not function. I reached out for assistance to resolve the issue. They presented me with two options: pay as you go for 10 cents per message or call per minute, or pay $10 a day during my trip. They never mentioned any charges related to data usage.

As a result, I was billed over $100 for just an hour of using maps to navigate in a different country. Once Xfinity informed me of these charges, I immediately activated the Global Travel Pass on my husband’s phone, and they confirmed that it was active. However, I now have over $200 in charges for two hours of not having the Global Travel Pass. They claim that my husband has been active without the Global Travel Pass for two days, despite my having proof of the activation message.

Customer service has been unhelpful, and I have spent over five hours on the phone with them during this vacation. They have misinformed me, seem confused about the timing of events, and have not been trustworthy or supportive. If this issue is not resolved, I will be switching mobile services as soon as I return home. It’s disappointing that my trip has been marred by these issues, especially after I took the necessary steps to add the Global Travel Pass to both of our lines before departing.