This is where I fully agree. When you have an agent actively lying to you, telling you things that are incorrect, and then being obviously evasive, it is not helping things out at all. The simple solution would have been to say that the lounge is full. That would have been acceptable. However, when you say things like 1) "business class passengers on other OW carriers are not allowed access", 2) American EXP is not 1W emerald, 3) you have to be flying BA to access the BA lounge, 4) etc., the distrust and bad image factor ramps up signficantly.