Door to door salesman vs actual Bill

Subscribed to a home security Plan from a door-to-door salesperson, and we did a call which he said would be recorded and will be the proof of agreement. But the bill doesn't reflect what we agreed. I called support and they asked me to send an email to some other department (privacy@telus) to retrieve the recording and kept repeating what was in the bill. spent more than two hours with their support just to be referred to some other department. overall very frustrating.