I've seen it in retail and tech: the "customer service loop." Everyone in the industry knows that if you escalate an issue, it often gets passed around until someone just gives in and offers a refund or discount. Customers think they’re getting a fair resolution, but the real secret is that the system is designed to keep costs low by letting the problem fester until it's too late to deny. It's not malicious — it's just how the game is played.