Cool Ideas reneges on accepted offer

Almost 2 months ago I contacted Cool Ideas via phone to reduce my service. I have been a customer for many years. I confirmed with the agent (I have his name) that this was possible. Weeks went by with no action. I contacted CI again. New agent stated that the reduced offer was only for new customers - contrary to my discussion with first agent. I stated that I had discussed this with the first agent and was now insisting on the offer. The second agent said she would respond. No response. I checked on the CI system for my ticket details - shows closed. This matter is NOT closed.