14 day Europe travel pass will not activate

I have tried to add  a 14-day Europe travel pass to my account several times since June 1 . Each time I add the pass in my account, it gives me the confirmation screen, but the pass does not show on my list of add-ons.   I landed in Poland on June 3, and only recieved a note about easy roam, which is not the same as the 14 day travel pass.   I attempted to activate the travel pass again June 3. It is still not active.  I’m getting success messages online,  and then Koodo sends me a text that tells me “ Nice. You have purchased more data to be used until the end of your bill cycle, which ends at 11:59pm on 2026-06-21-4:00.  Your data is not longer paused”  which is not something that I purchased.  My partner that I am traveling with is also a Koodo customer and was able to add the 14 day pass to his account easily. and his is active  Online chatbot will not connect me to a rep or address my question. Can’t schedule a callback.  I’m  considering changing service providers next month because of the complete lack of acility to reach customer support for 2 days now.