Roaming Charges

We have 3 lines, 1 is always unlimited, the other 2 are by the GB.  Before we left for our trip to Canada I changed the 2nd line to unlimited and added the Canada/Mexico travel pass to the 2 lines that were by the GB.  I read that data was included if you had an unlimited line so I never added the travel pass to that line because I thought data was the same as roaming.  The info never said anything about roaming being charged.  I saw the text messages that we were getting charged for roaming and as soon as I could I contacted Xfinity to add the travel pass to the unlimited line.  I was told by the customer service person that he put in a request for a waiver of those roaming fees and that I would receive an email from Xfinity that they were looking at it.  He gave me a $20 credit but I never received an email that any refund request for the roaming charges was received.  I have been a loyal customer for over 20 years.  I don't think the information I read was very clear regarding data and roaming charges.  We were charged $339.61 for the roaming charges.  I am requesting a one-time waiver of these charges.  Thank you.