After the customer complaint, the bank staff disguised themselves and came to the door to "talk."

According to The Paper, after a resident named Mr. Ma in Chifeng City, Inner Mongolia Autonomous Region, filed a complaint about a bank security guard’s uncivil behavior, the guard was dismissed. After that, personnel from the Chifeng branch of China Construction Bank—specifically the Qianzhan Sub-branch—dressed in plain clothes, knocked on the door, and asked, “Let’s talk when you open the door.” Mr. Ma said he was startled and believed his privacy had been exposed.

Mr. Ma’s complaint to China Construction Bank and the communication records with customer service

In response, China Construction Bank’s customer service said the visit was to “offer an apology in person.” Staff members from the Qianzhan Sub-branch denied any privacy leak, saying they had apologized to Mr. Ma and that both sides had reached a settlement.

After complaining about the security guard, bank-related personnel suddenly showed up at the door directly

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

Mr. Ma said that a bank security guard took off his shoes and lay asleep on another sofa that was shaped like an “L” with the sofa he and his mother were sitting on. “About two meters away from us, he told us that we were affecting his sleep and loudly demanded that we leave.”

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

Afterward, Mr. Ma filed a complaint against the security guard through China Construction Bank’s customer service mini program. After that, the security guard was dismissed from the branch outlet due to improper words and actions 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 finishing his business and walking to the entrance of the residential compound, he found two female bank employees wearing uniforms following him. “I asked them why they were following me, and they said they wanted to talk with me.” Mr. Ma said that on the spot he told them he did not want further communication, and the two female employees then left.

Mr. Ma said that at 11:30, he suddenly heard continuous loud knocking at his home door. Through the peephole, he saw that outside the door there were people from the bank’s management and from a security company. They were dressed in plain clothes, and there were two or three people. He said that they did not ring the doorbell, but instead kept knocking and repeatedly demanded, “Let’s talk when you open the door.”

The bank’s customer service said it was to apologize; the sub-branch denied privacy leaks

Mr. Ma said his mother has cardiovascular and cerebrovascular disease and needs a quiet resting environment. While he comforted his mother, he also asked the other party to leave. However, the other party kept standing at the door for 20 minutes and refused to leave. In desperation, he called the police. After the police arrived, they recorded the relevant situation and provided persuasion; afterward, the bank-related personnel left.

Mr. Ma said that he lives in an old residential community with no elevator and no security guard stationed there. The bank-related personnel went to his home by using the stairs. When he opened his account at the bank, the address he registered was the address of his current residential community, and he believed his privacy had been violated.

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 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 house was temporarily where he stayed to make it convenient for his mother to receive medical treatment, and the neighbors did not know him.

“After this happened, my mother felt anxious and terrified, and she also developed insomnia symptoms, and even asked whether she could move,” Mr. Ma said. He believed that the bank did not effectively answer how they found his home address. This kind of “apology” visit without consent caused him 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 about issues such as how to obtain Mr. Ma’s address and the specific identity of the people who came to his home. The bank denied that there was any privacy leak, and said it had apologized to Mr. Ma, and that both sides had reached a settlement.

In response, Mr. Ma said that the bank had apologized to him and promised it would not come to disturb him again. As for compensation, both sides are currently discussing it.

Source: The Paper

Original headline: “After a customer complaint, bank employees came to the door to demand ‘a talk’; the bank said it was an apology and denied any privacy leak”

Editor: Han Jiaojiao

Responsibles: Zhang Xi

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