I can't imagine that 1) the customer service guy would know that information, assuming it is true and 2) that a customer service guy would EVER discuss someone else's account status like that with someone else over the phone.
So, I'm not sure what to believe.
Beyond that, I know it kind of sucks, but if you really wanted to play you could just take a deep breath and realize for yourself that a couple level 80 characters is no big loss. In some other games I could see losing items could be a problem, but in WoW everything is so replaceable and anything not max-level is pretty pointless.