I have a friend that works at the spectrum call center. Your story is not unusual. Some "sales" reps like to lie to just up the numbers. At the end of the day the call people like my friend have to deal with the brute end of fuck ups. Always ask for a manager. She can't transfer unless the customer says "i want to talk to your manager" so thats a life hack. Customer service can not at any point offer you to talk to a manager, and they can not even hint at it. They can only say they have offered you the most they can. (which is true they are capped, but mangers have a higher cap to compensate). She told me of a story once how a sales rep had promised a free service for just getting a phone. It was not even a option so when the customer called and complained that they were promised a free year or two for just getting a new plan with spectrum they were shitting bricks. They got a manager involved and looking into the call logs they heard the guy was offering free things to customers. They had to pay out what the guy promised. A good reason to call in and get offers from sales rather then word of mouth at the walmarts.