What if the prompt to the “support assistant” postulates that 1) everything is a user error, 2) if it’s not, it’s a policy violation, 3) if it’s not, it may be our fuckup but we are allowed? This plus the question in the email leading to a particular answer.

Given that LLMs are trained on lots of stuff and not just the policy of this company, it’s not hard to imagine how it could conjure that the policy (plausibly) is “one session per user”, and blame them of violating it.