As a quick note for the future, if this was discussed over the phone and you don't personally have a recording but you think the ISP (or whoever) do and they say they can't see where it was discussed, you could always ask if you could have access to that recording under the provisions of the privacy act https://www.privacy.org.nz/the-privacy-act-and-codes/privacy-principles/access/ . Then you could either point out where you thought you made it clear, or maybe find you are mistaken, or find that something seems to be missing (and hopefully it will be clear something is missing).
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