After a customer complaint, a bank employee visited the customer's home to "talk," and the bank stated that it was an apology and there was no privacy breach.

Originally from: The Paper

After a customer complained, a bank employee came to the door to ask to “talk,” and the bank said it was for an apology and that no privacy was leaked

Reporter: Chang Yi　Intern: Sun Chenni

After Mr. Ma, a resident of Chifeng City in Inner Mongolia, complained about the uncivil conduct of a bank security guard, the guard was dismissed. After that, relevant personnel of the Qianzhan Sub-branch of the Chifeng Branch of China Construction Bank dressed in plain clothes, knocked on the door, and asked to “open the door and talk.” Mr. Ma said he was startled and believed his privacy had been leaked.

In response, China Construction Bank’s customer service said the visit was to “apologize.” The staff of the Qianzhan Sub-branch denied that any privacy was leaked, saying they had apologized to Mr. Ma, and that both sides had reached a settlement.

After complaining about the security guard, the bank’s relevant personnel suddenly directly visited the door

Recently, Mr. Ma told The Paper that on March 17 at noon, he and his mother went to the Qianzhan Sub-branch of the Chifeng Branch of China Construction Bank, about 800 meters from their home, to handle business. Since his 73-year-old mother was feeling unwell, he helped his mother sit in an area connected to the bank lobby to rest. He said the area was a rest area set up by the bank for customers and was a public area.

Mr. Ma said a bank security guard removed his shoes and lay down sleeping on another sofa that formed an “L” shape with the sofa where he and his mother were sitting. He said it was about two meters away from them, and the guard loudly demanded that they leave, saying they were affecting his sleep.

Mr. Ma emphasized that he and his mother did not have a conflict with the other party, but he took photos of the security guard.

Afterward, Mr. Ma filed a complaint about the security guard through China Construction Bank’s customer service mini program. After that, the security guard was dismissed by the branch for improper words and conduct during the service process.

Mr. Ma said that on March 19 at 10:00, he went to the Qianzhan Sub-branch to activate his bank card. At 10:30, after completing the business and walking to the entrance of the residential area, he found two female bank employees in uniforms following him. “I asked them why they were following me, and they said they wanted to talk to me.” Mr. Ma said that he immediately told them he did not want to continue the communication, and the two female employees then left.

Mr. Ma said that at 11:30, he suddenly heard continuous loud knocking at the door of his home. Through the peephole, he found that there were a bank supervisor and people from a security company outside the door. They were wearing plain clothes, and there were two or three people. He said they did not ring the doorbell; instead, they kept knocking continuously and repeatedly demanded, “open the door and talk.”

Bank customer service said it was for an apology, and the sub-branch denied that any privacy was leaked

Mr. Ma said his mother has cardiovascular and cerebrovascular diseases and needs a quiet environment to rest. While he was calming his mother, he also asked the other party to leave. But the other party kept staying at the door for 20 minutes and would not leave. Out of helplessness, he called the police. After the police arrived, they recorded the relevant situation and advised the parties, and then the bank’s relevant personnel left.

Mr. Ma said that he lives in an old residential compound with no elevator and no security guard on duty. The bank’s relevant personnel came to his home by walking up the stairs. When he opened an account at the bank, the address he registered was the address of his current residential compound, and he believed his privacy had been infringed.

After the incident, Mr. Ma filed a complaint through China Construction Bank’s customer service mini program. The chat records he provided show that customer service said the visit was for “an in-person apology,” and stated that they learned Mr. Ma’s residential address by asking neighbors.

In response, Mr. Ma questioned whether this kind of apology method was appropriate. In addition, the apartment was one he temporarily rented for convenience so his mother could receive medical treatment, and the neighbors did not know him.

“After this happened, my mother felt anxious and panicked, and she also developed symptoms of insomnia. She even asked whether we could move.” Mr. Ma believed the bank did not effectively answer how it found his home address. This kind of apology visit without consent put him under pressure.

Mr. Ma proposed that the bank apologize and provide compensation.

On April 2, The Paper called the Qianzhan Sub-branch of China Construction Bank to ask questions such as how they obtained Mr. Ma’s address and the specific identities of the people who came to the door. The bank denied that there was any privacy leak, and said it had apologized to Mr. Ma, and both sides had reached a settlement.

In response, Mr. Ma said the bank had apologized to him and promised it would not come to his home again to disturb him. As for compensation, the two sides are currently communicating.

A massive amount of information and precise interpretation—find it all in the Sina Finance APP