As Trip said, this is why you should always book with an agent and not directly with the cruise line. When you call them, you're talking to someone who works in a call center, is not a certified travel agent, has never been on a cruise, and has usually worked for the cruise line for less than 6 months. Their only job is to sell and their information is extremely limited.
I'm sorry you got the wrong information from the rep you talked to, but unfortunately this is not uncommon for all the cruise lines, not just one. I hear stories about things like this concerning all the cruise lines, so don't think you're immune by booking one of the other ones.