Why am I getting different information and deals with agents

I agree, just last week I called to possibly renew internet, sent to retention reps. Got great plans for my 2 places and then received my bill, almost double what they said. I’m. Pt worried, telus has to stand by their representatives. I clearly wrote down the packages, and she reiterated the prices. I said oh and email came through and it’s showing some outrageous price. She said telus has been having problems with their emails and billing confirmations and to ignore. I said I can wait till current plan is up, she said she can switch now and give me credit for the monthly difference, as lower than what I’m currently paying, also offered me $140 signing bonus. These  people should be fired. Now I’m on hold for over 45 minutes and still holding…….. I’m not sure if she is overseas, but she had an accent, said she was Philipinno as I was surprised how she took the time to tell me all about her personal family details. We must have been on the phone for over 1.5 hours. That includes my wait time to talk to a rep. Totally unacceptable and fraudulent