To me, it ties directly to the lack of knowledge of newer agents and the generally abysmal state of customer service and attitude that trickles down from the top.
I have experienced more agents who dont know how to do basic things and a subset of those who, instead of finding out, make stuff up.
You have a CEO who is leading the worst performing sector stock, who has unhappy employees, poor operational performance and increasingly unhappy customers and yet the Board and shareholders dont act. When there is no repercussions for failure at the top, it makes it's way downhill.