Global Pass: Xfinity taking money for nothing

I went to Spain with my family, and hired "Global Pass" (that is not global, by the way) for my wife's line. While driving around (including France) we happen to go to Andorra (we learned later the it is not covered by the no so global, global pass). After half an hour my wife unlocks her phone and finds a message that informs her that the global pass is not covering that area. She then turns the roaming off and puts the phone into flight mode. In summary: she did not use the phone at all. Surprise, surprise!!! We got a bill for almost $2,000.

1. I called to clarify the issue, no response other than sending me to a physical office because they could not do anything.

2. Went to an office (waited a while to be helped), and nothing. They told me there is nothing they can do since they deal with sales (basically). They suggested a different number to call.

3. I called this new number and had me waiting there for a long while to tell me that even if my wife did not use the phone, there was a lot of data flowing in the "background of the phone"... and that they understood my frustration and bla bla bla... they ended up crediting me 1K. Is this enough??? NO!

I took all the precautions, hired the Global Pass. I Did NOT use the phone when not covered, and I still felt ripped off.

This shows lack of professionalism, very poor customer service, and really taking customer's money for nothing. So disappointed.