It would be much easier to believe it was a mistake if the balance of "mistakes in the company's favor" vs "mistakes in the customer's favor" were even. If all

It would be much easier to believe it was a mistake if the balance of "mistakes in the company's favor" vs "mistakes in the customer's favor" were even. If all the mistakes go the company's way, then, at best, the company is working much harder at avoiding mistakes that hurt themselves than they are at getting it right. This goes for credit card companies and many other firms.