Google support becoming increasingly incompetent and obstructive?

[JS Girard]

I just spoke to a coworker who handles direct-call validations (I don't deal with validations because of anxiety issues) and he told two stories that floored me in their stupidity:

• A case where the support agent stated that "real estate agent provide a service, they don't have people come to to the office", so they are categorically forbidden to show an address, this GBP must absolutely use the "real estate agency" if it has a shown address. And yes, it was a GBP for an agent, being validated at the agency office.
• In another case, the support agent unilaterally altered the main category from "general contractor" to "construction company"... because the company name has "construction" in it.

And in both case these changes were backend-locked and are impossible to change manually or via suggestions.

What the hell is going on at Google Support these days??