I think this is a potentially extremely misleading thread and based off what, one call/conversation with an agent?

It is much more likely that you got a poorly trained or uninformed agent and not that there is a policy change. Many agents don't understand the SDC rules and just try to use the graphical overlay SNAP interface which has issues properly processing first class SDC and often needs somebody with DLTerm knowledge to do it correctly.

What are you even trying to change from/to?