Customer Service Chat Logs

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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?

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