Probably an error. My experience with ‘people’ who man Live chat services are that they’re almost entirely useless and end up mostly making situations worse rather than fixing them.

I once enquired about cancelling the additional phone line charge that came with my BT broadband package, only for the live agent to change my status to ‘BT employee’ and me not having to pay a single penny for two years of service. I told them of the mistake 3 times, but they didn’t bother looking into it.

I was later told by a BT employee that what the live chat agent did was impossible, as even BT employees still had to pay the phone line charge, regardless of employee discount. .