Is there a loyalty department again?

I keep getting conflicting information, sometimes outright lies. A month ago, I was told there is no retention/loyalty department. Today, while on the phone with a call center in Asia, I was told there was a loyalty department, and I was transferred there. The person I spoke to sounded Aussie and gave me a great deal on the internet, but said I also get a free 2nd mobile unlimited line; however, my Apple Watch was, for some reason, taking the spot a phone should go in for the free 2nd line. She sent me to the mobile side (but not the mobile loyalty department), who said there is no promotion for me to get the 2nd line free, even though that is what we had agreed to.

Now, I wait for a callback from the mobile Loyalty department and wonder if there even is such a thing, or if I was being placated to get me to agree to stay without honoring the deal we made.  Is this just a ploy Comcast is doing instead of taking care of their long-term customers (9 years)?