As a large language model, their support is not allowed to issue compensation

Perhaps this is a matter of who is being referred to by 'we'.

Obviously someone can do it because it got done.

If the 'we' is referring to some team handling issues it would make more sense. In that case they should have said something along the lines of "I have informed someone who can help"

That's a very categorical statement from support. I get that Anthropic is going to throw out their usual support rules in this case since it has garnered so much negative attention, but I'm very curious how many other people have been over-billed and refused a refund through no fault of their own.

To be fair, that looks like an LLM response.