Unable to add Global travel pass

I kept getting an error from trying to add a global travel pass to my number on the Xfinity mobile app and website. Talked to couple agents and was told that my order was stuck for whatever reason, not sure what order do I have. They all did the same thing by canceling the "pending" order and said a global travel pass has been added to my number. However, I see the global travel pass option is still turned off on my account but decided to trust what the agent said about the travel pass had been added.

While I was traveling, I was able to make calls and use my mobile data. However, I saw extra charges for roaming data outside of U.S. on my bill when I am back to U.S.

Made another call to the customer agent and got the bill adjusted but she wasn't able to tell why I got charged extra when she saw a global travel pass has been added from her end and said there was a glitch in the system. From my experience of speaking with multiple agents on this issue, none of them knew what happened and kept saying issue has been "resolved". I am not sure why none of them would raise the issue to the technical team since they had no idea about the issue and kept saying that "please rest assured, it has been resolved".