Was about to renew but chat agent called me a liar...

My 2 year agreement lapsed in January and I have been slow to renew. I can keep my same services and knock $20/month off of the package price if I renew. So, I was just about to do so when I remembered I had gotten a really nice notification a couple of months ago saying that because of my loyalty, I would have 4 months of free Showtime. Problem is only that the couple of times I thought I'd see what was on Showtime, the on demand offerings were scrambled, and I was told I'm not a subscriber when I went to a live channel. I thought I'd chat with an agent to see if they could fix it and start the 4 months again.

I have the chat printed out, but I was told that since they have no evidence of an email being sent with the offer and I cannot produce the letter, I cannot get the promotion. I happen to have a message from Verizon in the "MyMessages" section of the bill&payments screen of their website, but it doesn't print. I have taken a picture of it with my phone. It doesn't look like I can attach anything to this message, and there doesn't appear to be an email address to which I could send both the chat and promotional offer. Any ideas? At this point I want a lot more than 4 months of a premium channel I might watch a handful of times.

New to the forum, thanks for any ideas.

Re: Was about to renew but chat agent called me a liar...
Champion - Level 1

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.  You will be able to upload images there by going to the Reply pane, and selecting the image of a picture on the toolbar at the top.