I would make that a certain and not a maybe. Sounds like you have a frustrated rep that's not in the know.
I know for a fact that any higher up would be more than happy to speak with you Steve.
Let me know if you have any issues and ill point you in the right direction.
Update - I emailed the rep and let him know I was astonished that he would seemingly rather us cancel than them come forward with full disclosure. He called back and left another voice mail that said they would of course rather retain our business and that he and I would talk next week.
I'll definitely be all ears.