It kind of depends on what ones social media presence is online, but I understand what you are saying and agree 10000% percent. There should be NO disabling of multifactor authentication, ever, not in person. Someone was trying to be "helpful" and its likely they should not have disabled MFA for this person, and told them they needed to go to a service center in person with proof of Identity and vehicle registration or something.
For every "oh I am glad they hooked me up and took care of this over the phone" there is a possible scammer / thief who manages to talk someone into resetting this information remotely... then takes control of whatever they were not supposed to have access to.
With password breaches being what they are, being able to call and have someone reset a MFA over the phone without some sort of in verifiable proof is not much different than someone getting a random authentication code on their cellphone, that they didnt request, then someone from "company X" calling them and saying "oh we need you to provide the code we just sent you to fix a problem with your account".