Chat transcripts?

I need a copy of a chat transcript with Cox customer service from a week or so ago. It does not appear within my account, or at least not that I can see. I was told last night, again over chat, that any chat transcripts not emailed to myself at the time of the chat no longer exist. I find this assertion absurd. The chat was formally started and ended, wasn't lost while in progress, and I received the usual questions at close. I cannot fathom a world in which this information isn't thoroughly and carefully stored by Cox for so many different reasons. Am I crazy? Any ideas for a next step in this quest are appreciated.