Sales Lead Creditd... NOT!

I read a post on a contractor site, where there was general complaints regarding sales lead that were acquired that were not viable for one reason or another. A call to the customer service department got a sympathetic response and a promise to credit the contractor for the sales lead... then nothing happened. No amount of calling thereafter was able to get the sales lead credited. I found that to be incomprehensible. A credit for a bad sales lead costs nothing and generates (or keeps) customer good will. Why would a sales lead generation company risk their reputation by being unresponsive? Is this a case of bad customer service or management arrogance?