A few, I chatted with someone in customer service about data usage and an extra line that is on my plan but no longer actually use. Changes were promised to my account and I believe one change has not been made. I asked if old chat logs were able to be pulled and was told no. I then asked why phone calls are recorded but chat logs were not. The agent then said that logs were kept but possibly thrown out if they were not immediately requested by the customer. I have trouble believing this. Anyone else ever had a chat agent make promises that weren't kept and then have no proof of it afterward?
Every conversation is recorded regardless of the method of communication. If they open your account, there is a log of it on your notes. It is true that the customer will not receive a copy unless they opt to in the chat, and cannot request it after.
Acrillix is correct. I want to add that even if something was said and it not a policy or something that can be done it may not get done no matter how much you try for it. The reason? Check your Customer Agreement. I will link it below.
From the last paragraph:
Este Acuerdo y los documentos que incorpora constituyen el acuerdo completo entre usted y nosotros. Usted no puede basarse en ningún otro documento o declaración sobre dichos asuntos vertida por los representantes de ventas o Servicio al Cliente, y no tiene otros derechos con respecto al Servicio o a este acuerdo.