It seems to me, if there was a bug in a company system that charged customers when they should not have, I don't think you can just say "sorry" and not pay the

It seems to me, if there was a bug in a company system that charged customers when they should not have, I don't think you can just say "sorry" and not pay the money back. I would be appalled if people here on HN were applauding a company for apologizing for effectively stealing money and not returning it. What is the difference?