Ask a Canada Law Question, Get an Answer ASAP!
They are entirely incorrect and you are totally correct.
Their agent made you an offer that you accepted. This means there is a binding contract.
Their employee acted as their agent and that binds them and it is not relevant that their employee made a mistake.
Tell them you are insisting that they adhere to the terms of their contract and if they do not you will file a complaint with the Commissioner for Complaints for Telecommunication Services and if that does not work you will sue them.
You can sue them in Small Claims Court if it comes to that.
Here is a link to the information you will need about filing a complaint:https://www.ccts-cprst.ca/