[moaningmags]

An engineer cannot change your config file.
Config file changes are done by customer service or technical support.
Traffic management doesn't change your config file either.
Traffic management is done from the ubr.
If you can prove you haven't downloaded or uploaded the limit it has to be raised as a fault with something on the ubr, a tech coming to your house can't fix it.
If I was you, I'd keep chasing it.

Should point out a config file change results in a price change too.
And can be done by other depts but not by a tech in the field.