The way I read it is if you use throttle-only you can reach 20 mph, but then if adding pedal-power you reach 28 mph. The pedal is probably not generating sufficient force to add 8 mph, but it’s telling the control system to do that.
Class 3 allows pedal assist up to 28 and throttle to 20
https://thecyclistchoice.com/resources/electric-bike-classes...