After working in a call center for an internet provider... yes, it is that bad. It's even worse where I worked since we had a "policy" where you weren't allowed to hang up the phone for any reason, even if the customer was just screaming slurs at you nonstop, you HAD to calm them down and transfer them to a manager. Little things like the refund text having the other woman's name on it? That's what helps us from killing everyone/ourselves.