AI customer support system developers
Incidents involved as Developer
Incident 17723 Report
AI Chatbot at BMW Dealership in Toronto, Canada, Reportedly Made Erroneous Buyback Offer, Prompting Customer Dispute
2026-06-11
BMW Toronto, a car dealership in Toronto, Canada, said its AI chatbot Quinn misread a customer's loan balance as a C$27,162.79 buyback offer following human miscommunication. A salesperson withdrew the offer and quoted at most C$20,000, prompting a dispute. After a news inquiry, the dealer reinstated the higher offer, which the customer accepted, and said actual people would present future offers.
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Fin AI Support Chatbot Deployed by Anthropic Reportedly Prolonged a Canadian Engineering Firm's $3,500 Billing Dispute
2026-10-15
An executive at a Canadian engineering firm alleged that Anthropic's Fin AI support chatbot kept him in circular conversations for weeks while he sought a refund for a $3,500 duplicate Claude AI subscription charge. He later sought a chargeback; Anthropic reportedly canceled the working team account, disrupting work and requiring another subscription purchase. The report does not establish that AI caused the charge or cancellation.
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