International Roaming Charges and bad customer support

My daughter was travelling to Europe and Xfinity mobile international roaming did not work for a few days during the week of June 24 (some widespread outage across multiple providers). I was on call with support for several hours and they've asked us to try different things on the phone and they tried updating on the back end to no avail. Finally it started working on 27th but I got a text message that there are roaming charges on the number for over $120. I frantically called support and added Global Travel Pass. Now I am requesting to please convert the Pay As You Go charges to Global Travel Pass but Xfinity is not willing to do it. 

I am disappointed and frustrated with the pain we went thru with my 17-year-old in a foreign country with non-functional phone for 4 days and then on top of it getting charged so much.  

I wish the customer service helped in situations like this. It's just how you account for usage and why is it difficult to move from Pay as you go to Global Travel pass to help out customers. 

Worst customer service I've even had to deal with. They say they've sent it to billing department and they will take care of it. Nothing happens. I think they just say to get off the CS call. I will not be recommending anyone to Xfinity and will move out as soon as I can.