It is petty to list it as #1. However, it's relevant to the story because there's a huge difference between sending a password reset to the email already liste

It is petty to list it as #1. However, it's relevant to the story because there's a huge difference between sending a password reset to the email already listed on an account vs. resetting it for any random person who starts a chat. This doesn't excuse their other issues, but it makes the customer support rep's behavior a bit less awful, even if they still violated protocol.