billing adjustment

Our internet accounts were up for renewal, so we opened a chat and accepted what was offered. Two days went by and we did not receive an email to confirm our new package, so we called in. We were told the package offered to us via chat (to which we have the transcription for) was not available and that we could only have a larger/more expensive package. I don't understand because we were promised a package and we have the transcription of the chat. After going round and round, we were given an option to continue our current service for less than the agreed time of the chat conversation. But our call was disconnected and we received no call back. After an hour of chat, an hour of phone call we decided to call back to hopefully sort this out. We were told that we could have our service kept at the same rate but again the package in the chat session would not be honored. So frustrating! When we asked to have a courtesy credit or adjustment to our bill for all this wasted time, the frustrating experience of bait & switch tactics and having to spend almost 3hrs spread over phone calls, disconnected phone calls and the original chat session, we were told no. We have two internet accounts that this is affecting and I would feel much more appreciated as a customer to have an adjustment/credit applied to our accounts for this. Can anyone help please? Thank You