Customer Service Representatives Misrepresented Services Offered. How to access chat log?

Long story short, when attempting to resolve a billing issue after a change in services, the agent misrepresented the services being offered in an upgraded package. This is not the first time this has happened with xfinity, so during the transaction, I asked if I would be able to save the chat log for my own reference/understanding. He told me that I could use the chat ID number and provided it for me. 

Tonight, after realizing that the services offered were misrepresented, I logged into to find the chat logs and was unable to figure out how to get to them. I called support and the rep had no idea what I was talking about, but WAS able to confirm that the services I was led to understand would be included were not included in my package. I asked again about the chat logs, since it looks like there is a bad faith transaction, and after checking with others, she told me that by policy, they are NOT allowed to share those logs with the customers.

So from outward appearances, an xfinity agent misrepresented the product to me, misrepresented the availability of that content of that conversation, and finally the company itself is denying the customer (me) access to the evidence of what appears to be a bad faith transaction. This is not a good look, and honestly makes no sense (it could prove either side AND alleviate unnecessary frustration), so perhaps the more recent agent is wrong...

Since I have the Chat ID number that the agent gave me, is there a means that I can access the chat logs to verify or refute what I understood that conversation to be? Or did the agent actually lie to me?

Thank you for your assistance in this matter.