Correctness doesn't scale. If something has six nines of reliability, you'll probably never see the one-in-million outlier yourself. But if the other side deals with a million requests a month, they are a common occurrence.
Yeah I'm not saying errors don't happen. I've been called into gazillions of them including many that "should not happen". Those make for the best root cause analysis and after action reports.
Rather this does not sound like a communication error unless they are leaving out a lot of critical details and context or the ___domain management interface has been de-frictioned and dumbed down too much.
