Customers are forced to. Companies would rather give shitty and inaccurate information with the veneer of helping someone rather than pay a human to actually help someone.
They will continue using chatbots as long as they think it won’t cost them more in lost customers or this sort of billing dispute than it saves them in not paying people. What was this, $600? That’s fuckall compared to a salary. $600 could happen a few hundred times a year and they’d still be profiting after firing some people.
It’s off for now, but it will return after the lawyers have had a go at making the company not liable for the chatbot’s errors.