The customer service rep isn’t in control of the change. They’re in control of what they tell me, and he was bullshitting. Not really sure what else to tell you.
Have you never interacted in a non-business sense with someone who worked customer support? They DO NOT have control of what they tell you. They will get fired real quick if they don't follow the script. Especially someone working the first line of support in a chat box.
C'mon man.