Global Travel

We left for Ireland on October 20th and returned on the 27th.  On October 8th I went to the Xfinity Store to find out what I needed to do to have use of our phones in London (brief layover) and in Ireland.  The team member I worked with that day upgraded our plan to one that included the Global Travel Pass.  I asked if we could switch back to the less expensive plan we've had for years when we returned from Ireland and I was assured that would be no problem.  Yesterday I called Xfinity Mobile and explained that we had traveled to Ireland and had upgraded our plan specifically for that trip.  I asked to be switched back to our previous plan.  As soon as the switch was completed my husband and I both started getting texts saying that we had incurred charges for data roaming charges.  We each got numerous texts saying we were being charged varying amounts.  The phone rep assured me that we would actually not be charged the data charges we were being texted about.  I told her that I wanted that in writing since we were receiving written notices that we did owe the charges.  I asked her if she had changed the plan effective the day I called or if it was backdated to when I did the original upgrade.  She did not seen to understand what was happening or my question.  I had her escalate the call to a supervisor.  I learned that our original plan had been restored back to when I upgraded it, meaning the Global Travel Pass was not covering our trip to Ireland.  The supervisor spent some time  talking with "the back end team" then came back on the line an said that there was nothing they could do because the charges were "valid."  I said, "Then put us back on the upgraded 6th Generation Plan.  He made that switch but the system made it effective that day so it still did not cover the dates we were in Ireland.  He said there was nothing they could do.  I asked to talk to his supervisor or the supervisor of the back end team.  He said there was no one else  I could talk to and that nothing could be done about the data roaming charges,  I got the ticket number for the call and the supervisor's first name.  I spent 2 1/2 hours on the phone with them and nothing was resolved.  Adding up all the charges we were texted about, it is almost $8,000.00 in data roaming charges.  I was very clear both at the store and on the phone what I was asking for and what my intent was.