It's not hard to imagine how this happens. I assume most people here have used these models extensively.

The help bot system prompt probably includes some statement about how Claude should phrase everything as "we".

The system prompt includes statements about how it doesn't have tools for managing funds.

A little bit of A and a bit of B and you get a message from Haiku telling you that you can't get your money back said as though this isn't a trivial customer service thing to do.