said by CyberCam:
If you do choose to record your conversations, make sure you have them say;
- their name & repeat
- the date (very important)
- the deal or service agreement & repeat
- the timeline & repeat
Also, ask them are they sure of the solution & again repeat!
Follow these rules and you will have a leg to stand on when disputing an issue!
Sadly, having names and dates will not protect you at all if the details are not noted on your account accurately by the representative. If you do not have a recording yourself, customers can always request a transcript of the call for free by writing to the privacy officer at Rogers.
Lastly this is another case of pure incompetence of call centre reps. I doubt any of these people deliberately lied to you. All the knowledgebase articles clearly indicate that the 300GB version of Express is only 12mbps. Unfortunately, a lot of reps just assume that everything labelled "Express" and in market is the same thing.