Yes, we keep a record of the calls. However, you can not ask for us to retrieve the call for disputes. They are recorded for quality and training purposes, not for disputes what a rep did or did not discuss. Do you know how much time & resources it would use to pull that call?
Anyways, in your situation you should be able to get this resolved. I can tell you now, the rep who setup your account only added the myfaves screen, because they don't have access to adding the free myfaves soc. Either do one or two things, call back and explain your story to a supervisor. If I took the call I would copy and paste the free myfaves soc to the new line. If they don't/can't do it, request to cancel your account, and a retention rep should be able to add it.