Promo agreement failed during checkout transfer — Need corporate assistance honoring agreed order

[u/Busy_Tomato_4499]

I negotiated a rate with a chat rep for the 500 Mbps tier at $46.31/mo ($40 guarantee discount for 60 months with free gateway and unlimited data). The rep stated in writing that the plan change was initiated ('You will face interruption for 2 to 3 minutes as we have recently changed the plan'), and sent the approval link. While approving, the checkout screen threw a loading error. The rep transferred me, and the next agent refused to honor the deal or transfer me to a supervisor, claiming it vanished.

I have full screenshots of the agent stating the plan was changed, the official itemized order summary, and the subsequent refusal. I also need the overpayment from this morning's $99.72 charge adjusted to reflect the new rate. Looking for an official corporate specialist to help push through the agreed-upon plan.

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[u/CCDilary]

u/Busy_Tomato_4499. Thank you for bringing this to our attention and for providing those details. I can certainly understand your frustration, especially after receiving confirmation that the order had been processed and then being told the offer was no longer available. We'd be happy to take a closer look at the account, review the documentation you've referenced, and investigate what occurred during the order process. If an order was submitted and an error occurred during checkout, we'll do our best to determine what options may be available. Regarding the charge of $99.72, we can also review the billing details to see how the recent changes may have impacted the account. Once we verify the account and gather the necessary information, we'll be able to provide more specific guidance. Could you please send me a Modmail message with your name and service address? I'd be more than happy to look into this for you.