The “fraud prevention” people are told that they are fraud prevention people, even though the rest of the company are “customer service” people. So they build

The “fraud prevention” people are told that they are fraud prevention people, even though the rest of the company are “customer service” people. So they build “fraud prevention” systems, and heavily discount any notion of customer service — they’re perfectly willing to lose some customers in the name of fraud prevention - not because they must, but because their focus and incentives are indifferent to customer service. They see it as an inevitable cost of business - when it’s an inevitable cost of not caring about that aspect of the business.