Without prejudging the COE; it won't surprise anyone to learn that there are bad actors out there who try "every trick in the book" to have accounts that they don't pay for, and lying to customer support is absolutely one of those tricks, as is trying to be creative with changing payment instruments.

In these cases, it's also really important that customer support stick to a script and can't be abused as part of social engineering, hijacking, or fraud check bypass. "No we can't reset your account" is a very important protection too. I agree that there is an obligation to escalation, but I suspect the focus of the COE will be on how we could have detected this without human judgement. There's got to be a way.