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:
This Agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement.
Saving multiple copies of a chat is important, cass223. We regret reading about the account issues n523jh. Chat transcripts typically are available to view on your account. However, you have to request a copy as soon as the chat is over to receive a copy for your own records. Please let us know if we can provide assistance.