An AI Customer Service Chatbot Made Up a Company Policy—and Created a Mess
On Monday, a developer using the popular AI-powered code editor Cursor noticed something strange: Switching between machines instantly logged them out, breaking a common workflow for programmers who use multiple devices. When the user contacted Cursor support, an agent named “Sam” told them it was expected behavior under a new policy. But no such policy existed, and Sam was a bot. The AI model made the policy up, sparking a wave of complaints and cancellation threats documented on Hacker News and Reddit.
BUT IT WAS NOT REAL!
Shortly afterward, several users publicly announced their subscription cancellations on Reddit, citing the non-existent policy as their reason. “I literally just cancelled my sub,” wrote the original Reddit poster, adding that their workplace was now “purging it completely.” Others joined in: “Yep, I’m canceling as well, this is asinine.” Soon after, moderators locked the Reddit thread and removed the original post.
(WHY REMOVE A POST ?!)
“Hey! We have no such policy,” wrote a Cursor representative in a Reddit reply three hours later. “You’re of course free to use Cursor on multiple machines. Unfortunately, this is an incorrect response from a front-line AI support bot.”
https://www.wired.com/story/cursor-ai-hallucination-policy-customer-service/
The company deserves to lose business…