Resolution to excessive roaming charges with the travel pass plan

My son was visiting Toronto, Canada this weekend and I started receiving emails that my son’s phone number was being charged roaming fees.  I paid for the $10/Travel pay plan on Aug 22nd, however I’m still receiving emails that are showing increases in the roaming fees even though my son has returned to Pennsylvania.  The latest email I received was today at 7:49p with roaming charges of $500.45.

 I spoke with an Xfinity representative today, that clearly stated the travel pass plan was added and active. The gentleman then passed me on to the billing department, which I requested the call back feature but I never received a call or any communication back from the billing department.  

Thank you for your attention in this matter.