Sadly some contact agents lack the basic information about some technical terms and info on certain thing that is why few of them tend to give out misleading informant about questions on those things
This might be annoying but, to be fair, a live support agent is not supposed to know the answers for all kind of questions and, in some cases, they just don’t have the necessary privileges needed to access sensitive infromation.
Their job consists essensially in assisting users to solve minor issues and answering basic questions. If the issue/question is more complex or needs thorough investigation then all they can do is to report it or escalate it to the relevant department.