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"This agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any sales or customer service representatives, and you have no other rights regarding Service or this agreement."
That is part of your customer agreement. You did not sign the chat log as your agreement for service, what the representative told you, while unfortunate in that it was wrong, has no bearing on your actual service costs. In a company with thousands of employees, some representatives will be wrong or misinformed on occasion.
