Roaming charges - and the 'global' travel pass

Hoping against hope I can get a human being here that is able to address our debacle of a situation.  I called Xfinity a couple weeks before leaving on a cycling trip to Europe.  After having a poor experience in Europe two years ago with another provider, I want to make sure I had my account prepped for seamless use during my trip.  Twice I was asked where I was going and I said I was flying to Spain and heading from there to France.  Twice I was told that I should buy the global travel pass and I would be covered at $10/day.  So I added it to my line, and thought I was good.  I departed on my trip, and discovered upon landing that my bicycle never made it on the plane (non-stop flight from San Francisco), and dealt with United right away to verify that they would deliver my luggage to our airbnb.  We then headed toward the Pyrenees in France, stopping in Andorra on the way.  This is where things went sideways.  I went to dinner after a bike ride on a rented bike, and walking home from dinner I see a notification on my phone that I have 118 emails from XFinity Mobile.  I got to our airbnb and dug into them, and discovered over $12,500 dollars in roaming charges on my account.  Come to find out, Andorra isn't part of the 'Global' travel pass.  Neither customer service rep offered this information when I called twice about it to make sure I was getting what I needed for that area.  

During that time, I rented a bike (and booked it online while standing at a sales counter), used Google maps to walk to dinner, looked at the menu while at the restaurant, and used maps walking home.  Otherwise, phone was in my pocket other than pulling it out to take a picture while on our ride.  I show that I sent or received only 5 texts that whole day, 1 that had a 1 picture.  

I immediately got on the phone to reach Xfinity mobile to inquire, and discovered that the line was dead, and turns out it was locked.  This wasn't great as I was still waiting to hear from United regarding my luggage, which they were driving 4 hours from the airport to deliver it to me.  I proceeded to initiate contact via text on the website using my computer.  To save all the details - I was up till 4:30 that night battling with the wait times and such, but was finally able to get a customer service rep on the phone and she acknowledged some errors and assured me the charges would be credited back the next day and the account wouldn't be locked again.  I then proceeded to order an e-sim, and assumed it was good and done even though the e-sim I got was data only, so the phone didn't work the whole next day and I saved my tail with my bike by giving United the phone numbers of the three guys I was with, and late the next night they called one of their phones to alert us they were arriving with the bike.  The next morning we checked out and got to France, and I just tried to enjoy my trip, but occasionally checked my xfinity mobile app and kept seeing the $12,500+ dollars still there.

Fast forward to today, and after arriving home on the 26th of Sept, I've spent (and documented in writing) over 22 hours on the phone with Egypt (where every phone number sent me including the one advertised online as the number for corporate headquarters in PA), as well as 3+ hours at the local Xfinity store, and it is still on our account.  I've got two employees at least that assured me the charges would be removed.  I had one tell me he would be sending me an email the next day and he gave me a passcode to enter that would confirm the charges to be removed.  I've had numerous reps tell me the names I was given by previous reps for my records were just nicknames and that lots of reps never use their real names.  I've starting asking for employee ID numbers and then future managers tell me they were bogus ID #s.  I requested one rep to remove our credit card from our account so that it wouldn't be charged Oct 5th on our auto-pay date.  He did, and that worked, but then mid-way through Oct it appeared back without our authorization, requiring me to call again and have it removed again.  Then this part week, our card showed up again without our permission, and it looks like someone used jibberish for the name and address just to add something back on.  I would consider this fraud, as no one reached out to us to ask to put it back one, and with us asking twice to have it deleted, I'm not sure why it's still even accessible to Xfinity (isn't it illegal to store cards that a customer has asked to be removed from their account?)

I'm not sure what else I can do but get legal help, but hoping someone here can right the situation instead. 

 - At least 2 customer service reps assured me the charges would be credited back to our account

• We would ask and argue that these documented (and recorded) phone calls are more than enough reason to credit the charges.

 - 3 guys I was with had phones that worked just fine during this whole 36 hour period                                 

• I called twice to verify I was good too, but that didn't pan out - why is Xfinity so different than these other providers?

 - XFinity advertises this feature as 'global' pass at $10/day for texts, calls, and 512mb of data at LTE speeds - 

• I would argue this is false advertising, as two customer reps didn't mention that whole countries right in my line of travel were not covered.

 - 22+ hours on the phone being led all over the place with false claims, fake names, hollow assurances, no option for a local liason, etc. (+3 hours going to the store, + hours of angst over this)

• At this point, I would request credit beyond the roaming charges due to nearly a wasted full work week of time.

I just want this behind me.  We are supposed to have an auto-pay payment tomorrow, and more phone calls today didn't get me anywhere again - so more angst about that as I can't have 12,750 dollars charged on my card.  I have documented all my calls, rep's names on each call, time of each call, and number of minutes of each call, for reference.  

Can someone please assist?   [Edited: "Personal Information"] - it would be great to hear from a human that can help