chat offered an internet package and now cannot replicate

Chatted with a support person and they offered me an internet special for 12 months. Sent a gmail and no link came through. I ask to send link through app and chat box closed. Reconnected and they cannot replicate offer, saying offer does not exist anymore.

Chat log below is chat box where I tried to reconnect. Escalated to manager. They acknowledged offer was made but cannot enable.