And then slow rolled support.

And then flat out lied that they received "the correct" documentation justifying the transfer when they hadn't received any documentation, and denied the appeal.

Frankly the whole thing is inexplicable. The best explanation is fraudulent business practices to save 60 seconds of looking for the documentation.

As I read it I couldn't help but envision this being a simple case of LLM-automated support going wrong. The mistakenly transferred domain was in the e-mail that asked for a transfer.

Sounds like the kind of thing an LLM would do: find a random token towards the end of an input stream (similar domain in Susan's email signature), mangle it, then take that hallucination to be authoritative.

If I had to make a guess: the incorrect domain was transferred by mistake. Remember, the person who the domain was transferred to was trying to recover a domain. The employees went out of their way to avoid giving the domain back to the rightful owners because the individuals involved did not realize it was a mistake since the vast majority claims they receive about improperly transferred domains are people trying to hijack domains. Either their policies don't acknowledge exceptions, or employees were just trying to cover their ass in case the author was someone trying to hijack a domain.

I certainly don't blame the author being upset and venting. I don't blame them for pointing out that there are problems with the dispute resolution process process. That said, I think they should also realize the registrar also has its own set of challenges to face. In this case, one of those challenges is to protect their customers from having their domain hijacked by a bad actor. The author's behavior most likely had those bad actor vibes, even if it was unintentional.