Is it standard practice for CSR to provide false info in attempts to get a plan swap?

Chatted with a CSR today on the TMobile website regarding Perks at Work discount my employer offers.  They ensured me that you do not need a new line to get the discount and tried to pressure me into changing my plan immediately and they would handle the discount after they had changed.  I called the Perks at Work team and they told me he was providing incorrect information.  They they proceeded to waste my time for over an hour “looking for other discounts”, which resulted in nothing.  So I wasted over an hour going down a rabbit hole based on false information provided to me in an attempt to get me to switch my plan to Magenta Max.  What a joke.  I have a pdf of the transcript but because there is some personal info in there I’m not posting here.