Here's what I think:
1.) Fake ang pictures, pero tinuod ang e-mail og ang name sa e-mail (Mitchelle Valdez)
The reason why I think this is because the girl probably wanted to use the photos of "a pretty girl" to entice Sam, so that he'd send her "a presents." The e-mail is real (and the name) because 'daniella' did ask for "a presents," right? Of course she was going to reveal to him her real name.
2.) Isolated case, pero to be blamed pud ang company for hiring a non-qualified individual
Ngano? Awa gud tawn na iyang inEnglishan oh. Call center agent unta, pero pasagad lang og English. "If I can received a special presents..." Hahay. Nagsagol2x ang present, past, singular og plural sa USA ka sentence. Pasabta kuno ko nganong na-hire ni cya.