Intl roaming charges after Global Pass

Yes. My daughter, who is currently traveling in Europe, activated travel pass via a text message she received. Here number is (edited: customer information). She responded "Y" to the text to activate it. This was on Saturday Oct 11 (or maybe Fri 10/10 depending on time zone). A little later I got an email saying there was $146.51 in intl roaming. I quickly went online to check whether the travel pass was there. For some reason it let me add it. I got an email immediately saying travel pass was active. Why did it not activate the 1st time? 

@XfinityMarcus​ She just thought Travel pass was active and started accessing her browser, maps, etc. When we got the roaming $$ alert she may have just turned OFF her cellular data for fear of more charges. 

@user_72b5c3 I appreciate that additional information, and would like to take a look at the account to get a better idea of where things stand. Can you send me a direct message with your full name and complete service address to get started?

Here's the detailed steps to direct message us:

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• Click the "Direct Messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message. 

@XfinityMarcus​ I sent DM w/name + address but have not received a reply yet.