Dispute on a $1039.89 charge for international (Canada) data roaming on ipad

Aug 24, 2026 - My family and I live in Seattle area. We travel regulary to Vancouver BC. Two months ago, all of our mobile lines were T-Mobile. Never had issue with them. We went to the store at Bonney Lake, WA to upgrade our internet speed. The assistant manager Hassan convinced us to switch our cell phone to Xfinity Mobile. He told us that all four of our lines (including an iPad with data) have free text, voice and data. So we agreed to switch. We frequently visit Vancouver CA because of family. So we did a day trip on a Saturday few weeks ago. After we crossed the border, we immediately received text message on the three phones that Xfinity Mobile includes text, voice, and data for free. The iPad does not have text message ability so we went on like we normally do. Once we crossed to the US that same afternoon, the email updates on charges started to pour in. Starting out with small amount to eventual $1039.89. We were caught off guard. We never got any notification or warning. Hassan told us himself that it was included too. So we immediately call the billing. We were told not to worry and that it would be removed and was given a ticket number [Edit: ticket number removed]. Last week, the charges suddenly appeared back again. So we went to the Bonney Lake store and show Hassan the charges. He was surprised and didn't know that either. He told us that we need to go to the Federal Way, WA store as they would have access to corporate billing. He then gave us his number as a reference just in case anyone from Xfinity have questions about the charges. We drove to Federal way but was told that we should call billing on Monday instead. My husband and I called today and was told first the first Xfinity guy (Andy) that he can waived 50% off the bill. I told him that we shouldn't be responsible for the surprise charges given that there was no warning from Xfinity and even their own Xfinity employee wasn't aware that data is free on the iPad. Not posting his number but please verify this with Hassan. I was then routed to a supervisor/manager named Adam Scheff (probably misspelled it). He basically said that we are responsible for the entire roaming charges. He basically said this was the final decision and he is just following company policy. We were in Canada for less than a day. Just two months after we switched to Xfinity Mobile plan. The Xfinity assistant manager was not trying to deceived me. He is a nice gentlemen and truly didn't know either. We can't be mad at him cause he also wants to make it right. But how are we suppose to know this? As a customer, we did not expect to be unintentionally misled. But we are disappointed with the outcome. This is not right. Who else can we go to for help?