Heres how it happens. A CSR (customer service rep_) gave you the information. If you call back, you sometimes get something different. Unless you speak to a supervisor….each one is trained But depending on how much knowledge the retain, or take the time to look up, is what you get. Last year I called and asked to have my serviced reconnected at an earlier date than I gave them in May. The person I was talking to told me I couldn’t do that. I said, but I can do that, he told me I couldnt. I hung up, called back and got someone who knew what they were doing and got my service restored on the new date. I worked in a call center, I am familiar with how it goes.
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