I don't think this is correct for most uses of SMS currently. 2FA (MFA) is on top of password authentication, not to the side of it. If you forget your password, 2FA does nothing to help you out.

I think what you are talking about is "SMS password reset", which is a different beast. And it also sounds like you are talking about SMS based identity verification for customer service representatives. If you are only using SMS for identity verification in your CSR workflow, that is a broken workflow.

In FusionAuth (https://fusionauth.io), we implemented SMS MFA that only works after the user has successfully put in their password. Therefore, the attacker would need their password and a clone of their phone. While this is still possible, the threat surface is quite small.