I think its true. And I think this was NOT random.
She probably has a bad history with employees at PSE. And then it got personal.
If possible, check to see which call center employee has just been fired.
It’s very unlikely that an employee at PSE interdicted a user requested system call for a password reset, reset the password, and then forged a system response in real time. Ignoring the technical difficulty in performing such a feat, which is significant, said employee would have had to have been prepared at the exact time the customer hit the “reset password” button.