Request for Escalation: Excessive International Roaming Charges.

Hello Comcast Business Support,

I am requesting assistance with a recurring international roaming billing dispute involving our Comcast Business Mobile Unlimited Premium plan and trips to France in May 2026 and Italy in September 2026.

Our understanding, based on Comcast's published plan documentation, is that Global Travel Pass is included with our Unlimited Premium plan. However, we incurred more than $1,200 in international service charges during each trip, rather than the approximately $100 per trip we expected based on $10 per day for 10 days.

I previously disputed the charges from the May trip. During a follow-up call on September 16, 2026, a Comcast representative confirmed that Global Travel Pass was included in our plan and advised that no further action was needed on our end. I was also told that Comcast would work on resolving the May charges. Despite that assurance, the same issue occurred during our September trip to Italy.

On October 20, 2026, I spent approximately two hours speaking with another representative about the dispute. I was asked to provide screenshots showing that the user had replied "Y" to activate Global Travel Pass.

My concern is that Comcast's published documentation describes Global Travel Pass as included with our plan, while the activation requirement being cited has not been clearly explained in the context of that included benefit. I can provide a screenshot showing that the user replied "Y" to activate Global Travel Pass during the May trip, along with screenshots of the relevant plan documentation and FAQs. Despite replying "Y" during the May trip, we still incurred more than $1,200 in international charges. This suggests that the issue cannot necessarily be explained by the absence of an activation confirmation alone and warrants a review of how Global Travel Pass was applied to our account and how the charges were calculated. Although I have not been able to locate the corresponding text message from September, I would appreciate a review of the actual charges and account records rather than having the dispute decided solely on the availability of that screenshot.

I respectfully request:

1. A comprehensive review of the international charges from both trips and an appropriate refund or billing adjustment for the excess charges.
2. An explanation of why Global Travel Pass was apparently not applied as expected under our plan.
3. A review of the previous dispute and the September 16 call, including available account notes or call records.
4. If a separate text confirmation was required, written clarification of the specific policy or plan provision establishing that requirement.

Please escalate this matter to a supervisor or the appropriate billing or international services team with the authority to investigate and resolve it.

We have made multiple attempts to resolve this issue directly and relied on the guidance provided by Comcast representatives. We would appreciate a substantive review based on our plan benefits, the published documentation, and the prior guidance we received.

Thank you for your assistance. I look forward to a response from the appropriate Comcast Business team.