NYS EZ Pass EZ-Pass Told me one thing, did another, then denied telling me anything Albany NY

Upon entering entry plaza 46 on May 8, 2018, I saw an EZ-Pass message: contact EZ-Pass. Then I noticed I forgot to put up my device. Since I already rode through the entry point, I immediately pulled over so the vehicles behind me could continue while I called up EZ-Pass customer service. Their automated service is not easy to navigate, and almost 2 minutes later, I finally get a customer service rep on the line as I turn my car around and leave the thruway at the same plaza: 46. Bear in  mind, there are no signs posted for No U-Turn anywhere, so I told the customer service rep what happened, and that I now have my device mounted. He assured me that I would NOT be charged anything as I did not take the thruway as long as I exited at the same location. He also said that my license plate would have been scanned upon entry and cross-referenced with my EZ-Pass account, so they would see that I did not take the thruway.

Now, less than a month later, I see that I was charged $14.87 for that error. I called customer service today, June 6, 2018, and they then proceed to claim that they cannot put in my entry point as the same spot that I exited and that I would be charged the full amount of $14.87. Their supervisor stated that I can not do a U-Turn on the thruway. I reminded him that I was not on the thruway; I was still at the entry plaza where no signage is posted. He began to talk over me, then deny it when I pointed that out to him. After all that, he denied that his employees ever tell anyone that they would be okay exiting at the same location of entry and not be charged. During the course of the conversation, he also stated that he did not know why their scanners did not pick up my license plates upon entry and that it was not a flaw in their system.