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.
Are password resets normally emailed? This one was.
I wonder if this was not a low tech IT tech doing a manual reset? When I need a password reset here at work? I call Tech Support.