Executive Escalation Required — Comcast Business Mobile

I am writing to request assistance with an ongoing dispute involving more than $1,900 in international roaming charges on my Comcast Business Mobile account following a recent trip to Canada.

As a business customer, I understood my mobile service to include coverage in Canada and Mexico. I was not informed that my “Gen 3” plan required international service to be manually activated before traveling, a requirement that, as I now understand it, does not apply to the current “Gen 5” plans.

This was also my first time traveling outside of the United States. Had I known that an international pass was required, I absolutely would have activated it before traveling. Comcast stated that a promotional text notifying me of the option was sent upon my arrival in Canada; however, I never received it. Had I received that message, I likewise would have immediately purchased the pass rather than knowingly incur more than $1,900 in roaming charges.

For the past three weeks, I have spent hours attempting to resolve this through the normal escalation process. A supervisor, Martin, issued a decision without ever speaking with me directly or, based on our subsequent conversation, meaningfully reviewing the information submitted with the escalation. I was also told that Martin attempted to contact me on September 22, 2026. That did not occur, and I have no record of a call or voicemail from him.

After waiting on hold for nearly an hour today, I was finally able to speak with Martin. He refused to explain why my Gen 3 plan required customers to manually request international coverage while the current Gen 5 (which is now my current plan) plan includes it automatically, yet he maintained the denial. I have now requested escalation to his supervisor, Christina, who I was advised "may contact me within the next 72 hours."

I have been a loyal Comcast Business customer for approximately six years and utilize multiple Comcast services, including Business VoiceEdge, Internet, and Mobile. During that time, I have never been late on a bill or missed a payment. I believe my account history demonstrates that I take my obligations as a customer seriously and am not seeking to avoid charges that I knowingly incurred.

What I am asking for is a fair resolution to an extraordinary charge that resulted from a plan-specific international roaming requirement that was never made clear to me. There is simply no circumstance in which I would have knowingly chosen to incur more than $1,900 in roaming charges when an international pass was available.

I am requesting an executive-level review of this matter, a call from someone with the authority to resolve it, and a full reversal of the international roaming charges.

Thank you for your attention. I would appreciate your assistance in bringing this matter to a prompt resolution.