Why can you not speak to a mobile billing representative that is based in America

We were charge $120 for a global travel pass based on what our local Comcast store said we needed (10/day for 12 days).  When my mom went on her cruise, she used some data but all were allowable countries per the global pass website.  Now we get another bill for another $275 for roaming charges when out of the country.  Yes she used data like what is allowed per the global pass.

Talking with all the India and Pakistan reps and no one can explain why we are getting these extra charges.  This shouldn't be hard for someone who speaks English.  Why can't I talk with an American when I have an issue with your business?  Fix this COMCAST.