What the customer support tells you can sometimes be unreliable, even if they're well-intentioned. I also always take screenshots of important messages when I chat with support of different services, just in case they decide to go back on their words.
It doesn't hurt to do that but it doesn't help much. Those agents have their supervisors and above them are other managers. What the lower-level staff tells you can turn out to be wrong if the TOS state otherwise. Even if you complain and provide proof of their words with screenshots, you might receive a response where you are informed that the support agents were wrong or they didn't know the correct workflow.