Given how little customer support agents in cheaper countries are paid, i'm surprised this type of serious attack has not happened sooner.
Corruption in these countries is extremely common. We're used to having a government that actually works in western countries. In these cheaper countries, bribes are routine and almost unavoidable.
Given the culture of corruption and how little the support agents are paid, it was only a matter of time before some bad actor tried to bribe them. Medical bills are expensive and need to be paid, making the agents highly vulnerable to this type of attack.
For many, the choice would be to accept the bribe, or let their sick child suffer from a treatable condition.
Now that a high profile attack has happened, expect copycat attacks from other bad actors.