You're dealing with the corporation. If they send a representative to talk to you, that can't do anything, that's their own problem.

That's like complaining to your boss that you can't fill out this form, because you decided to grab a chopstick instead of a pencil.

Doesn't matter if the leasing office can or can't, they are simply a paid mouthpiece of the corporation, who absolutely can.

These lies are designed to make you stop asking questions and just pay more. And these lies WORK WELL. Because people believe them.