> I don't understand why a CS rep would get this invested to the point of wanting to cause you real harm
This is the kind of power tripping that easily corrupts people, especially those who don't have much power outside of work. The US national security apparatus is vast and powerful. Many people get giddy at the thought of inflicting punishment on those who "deserve" it. Act rude to a fast food worker, and you get spit in your food. Lots of people cheer the worker who spit in the food of a customer who is merely rude, impatient, or demanding. Or is guilty of being a cop, politician, rich, etc.
I can easily imagine the kind of CS rep who would delight in putting a customer who didn't just go along with things and spoke up for themselves... thats 'rude' and 'disrespectful' to some. Police are the most notorious for this kind of petty "you will respect my authority" but it is in every industry.
HN / hacker culture celebrates this in the 'Bastard Operator from Hell' [0], the sysop who will ruin your work and life with their IT wizardry, no matter if you're an intern or CEO, if they do not feel respected. Or if you interrupt their gaming with your support call.