Urgent Resolution Needed—Multiple Failures Regarding International Travel Service and Account Management

Dear Executive Customer Relations Team,

I am writing to urgently escalate a significant service disruption we are experiencing due to actions taken by an Xfinity Mobile representative. We are currently traveling internationally in Italy, and yesterday (June 28, 2025), during an interaction with your customer service support team, our service was inexplicably disconnected. This occurred despite being enrolled in autopay. The agent stated they were connecting us with a representative that could resolve this matter. We were disconnected, receiving a message stating, “hello your mobile service is temporary limited due to an outstanding balance” (we have automatic bill pay). And, cancellation of our Global Travel Pass on three lines (stated by Xfiinity text message) yet having no legitimate billing issues nor requesting that these Global Travel Passes be cancelled.

As a result, we have been left without phone service, critically limiting our ability to maintain essential communications with each other, family, professional obligations, and our caretakers in the U.S. We were informed yesterday that service restoration would require at least 24 hours, but due to the severity and urgency of the matter, we are seeking immediate executive intervention to rectify this situation promptly.

A comprehensive summary documenting our detailed experiences and interactions will follow shortly.

Please urgently acknowledge receipt of this email and confirm immediate steps being taken to restore service and rectify this serious issue.

Respectfully,