City told me to trim the tree before calling 311, that was backwards

Last month I called Albuquerque Services about a branch touching my roof line and the operator said I had to cut it myself first or they wouldn't send anyone out. I spent $180 renting a pole saw and spent a whole Saturday on it, then found out the city only handles trees on the easement, which this one wasn't anyway. Has anyone else gotten flat wrong info from that 311 line, or did I just catch someone having a bad day?

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