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>Or it could just mean that the person they talked to couldn't see any other information beyond what had already been communicated to the developer

Which is, in and of itself, a problem.

It's understandable that the information might not be immediately on hand, but then the correct response would be to direct the caller to someone who can help. Otherwise, yes, it does come off as a big "fuck you".




Why are you assuming there's anyone who could help? Machine learning is used heavily in anti-fraud systems. Machine learning is also relatively opaque—a spam filter can't be prodded to "explain its thinking." I suspect there's frequently not a single human being in the company who could pull up the raw score vector fed to their anti-fraud model and use it to tell you what exactly made you look bad.




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