[Jasminebed]

I am glad that VIP honoured their employee's offer to you. Even if he made a mistake, he represents that company, they should honour his commitments, because employees are considered to be acting on behalf of their employers.

You are right not to just blindly accept a CS rep's word in a matter of this nature, and it is well within your rights to ask for management to resolve an issue like this. Happy KS made it right with you.