Loyalty offers "lost"

Watch out if you've recently called and gotten a loyalty offer for home/internet. I had called loyalty in early November (as we had credits expiring) and the rep was able to give us good deal for not much more than we were initially paying, with new prices and credits to come on the Dec 7th bill.

Bill comes and nothing has changed. Called support and then loyalty, there's no record of the loyalty offer (they have a record of me declining the original offer from support and that they were transferring me loyalty... so obviously they know it happened).

Now got offered a significantly worse deal. Had to accept as we need the credits and can't afford the current bill. But just a buyer beware.