Originally Posted by Firemansam

This reads to me as the original agent being sure of what they are telling you, when told over the phone by the supervisor that they are in fact wrong, they then took the opportunity to continue their stance as not to lose face.
They at that stage were the only one that had spoken to the supervisor so continued to press their agenda.
Unfortunately with some people the loss of face for them is worse than the risk of being found in a lie.
I doubt this is an EK policy but someone in a position of power not wanting to be wrong.