In my experience when dealing with the staff confirm everything in writing, don\'t take their word for anything as they will try to deny anything that is at all contentious. In my opinion as a prospective tenant the paperwork associated with the lease they provide is not fit for purpose. Luckily I withdrew before signing anything and only lost the reservation fee, which I am currently disputing because they tried to increase the term of the lease.
What agent could do to change your mind?
They need to look at their systems, processes and paperwork and be prepared to admit when they have made a mistake.