Comcast, Charter, AT&T, Verizon, and such all all shit companies when it comes to customer service. this is a fact.
But while she was given bad information, she is a damned lawyer. She should know better than to think you can get a contract changed for another person without proof of power of attorney.
I mean FFS, there is a reason she has a PoA for her father. That is so she can legally perform actions that hold legal weight. This is not a hard concept.
The other example in that article was also someone that did not have the PoA documents.