Is it possible to know what happened without knowing any details? I do.
In the early 1980s my minority community clients began getting phone calls from their members that farm workers who didn’t speak English were getting $30 monthly phone bills. The same was true of Chinese who didn’t speak English. The problem was reported in all parts of California where Pacific Telephone operated.
I was hired to do surveys in both communities to find out how widespread the problem was. What was happening was that Pac Tel. had a sales contest inside the company. When a salesperson reached a customer who didn’t speak English they gave them a full package of phone services which included call-forwarding, conference calling and call return. My research showed that the full $30 package had been foisted on 200,000 people who didn't speak English.
The California Public Utility Commission order Pac Tel to refund all the money.
Pac Tel was an established company that had never done sales promotion. The same is true for Wells Fargo (150 years old). Now aggressive sales were required nationwide for job promotion. The new accounts people were responsive and opened credit card accounts for new checking customers and opened multiple accounts for customers who had families.
Wells Fargo had to reimburse more than half a million customers about $5 million. Unlike Pac Tel, Wells had to pay the government fine of $185 million which went to charities that the Democrat Party favors.
I have created several sales promotion award programs for clients. The first, simplest and most important rule is: in a short time the participants will figure out how to cheat. Be prepared to change the rules often enough that the cheating can’t be figured out by the participants.