Charged $92.28 in data roaming despite replying “Y” to Global Travel Pass — pass never activated

Hi Xfinity Reddit Team, hoping an Xfinity Mobile support rep here can take a look at my account and help me understand what happened.

While traveling in Italy, I received Xfinity's standard “Welcome to Italy” roaming text. The message explained that calls and texts were free, data would be charged at $0.30/MB without a pass, and that I could add the Global Travel Pass for $10/day by replying “Y.”

I replied “Y” on June 30 at 6:57 AM local time.

Later that morning, at approximately 8:03 AM, I received another Xfinity “Welcome to Italy” roaming message, so I replied “Y” again just to make sure the Global Travel Pass was activated.

However, when my bill arrived, I was charged approximately $92.28 for 307.7 MB of roaming data. At $0.30/MB, 307.7 MB comes to approximately $92.31, which is essentially the amount charged. The Invoice period is on my Jun 08, 2026 to Jul 07, 2026 statement.

What makes this particularly confusing is that I do not see any Global Travel Pass charge on the bill, despite replying “Y” twice as instructed.

So it appears the pass never actually became active, and the data was instead billed at the standard per-MB roaming rate.

I understand that international roaming can result in charges when a pass isn't active. My concern is that I followed the activation instructions in the Xfinity message and have the actual messages/replies with timestamps showing that I did so, but the pass does not appear to have been applied.

I'd appreciate it if an Xfinity Mobile support rep could review the account and the June 30 roaming activity to determine:

• Whether my “Y” replies were received
• Whether the Global Travel Pass was actually activated or attempted to be activated
• Why there is no Global Travel Pass charge on the bill
• Whether the $92.28 roaming charge can be reviewed and corrected, given that I followed the instructions provided by Xfinity

I'm happy to provide screenshots of the two “Welcome to Italy” messages and my “Y” replies, including the timestamps, if that would help with the investigation.

Thanks in advance for taking a look.