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Reps can lie about phone pricing on Live Chat?

I'm a participant level 2
I'm a participant level 2

Rep gave me a completely wrong offer for an upgrade through Live Chat. Over 15 days have past and the user of that line ( father in law) is travelling with said device. Even with the proof, the agents at customer service don't have any access to the actual chats. How does that make sense? Reps can give any offers and then just note something completely different. 



Hello @rsmith2,


It is not in anyone's best interest for Fido representatives to give the wrong information but errors can happen I'm sure Fido would try to make things right but if its something they can't do and since you already have the device and the complication now is it is out of the country makes returning it even more complicated. 


I would suggest you contact customer service by phone and ask to speak to a manager and explain the situation and hopefully, both parties can agree on some sort of a resolution.