Breaking News | After customer complaints, bank staff visit repeatedly, knocking on the door and demanding a "talk"

According to The Paper, after a resident identified as Mr. Ma in Chifeng City, Inner Mongolia Autonomous Region complained to the bank’s security personnel about their uncivil conduct, the security guard was dismissed. After that, relevant personnel from the Qianqian Sub-branch of the Chifeng Branch of China Construction Bank dressed in plain clothes, knocked on the door, and asked, “Open the door and let’s talk.”

Mr. Ma said he was frightened 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 “apologize in person.” The staff at the Qianqian Sub-branch denied that any privacy leakage had occurred, saying they had already apologized to Mr. Ma and that both sides had reached a settlement.

After complaining about the security guard, bank-related personnel suddenly came directly to his home

Recently, Mr. Ma reported that on March 17 at noon, he and his mother went to the Qianqian Sub-branch of the Chifeng Branch of China Construction Bank, about 800 meters from his home, to handle business. Because his 73-year-old mother felt unwell, he helped her sit down and rest in an area connected to the bank lobby. He said this area is a rest zone set up by the bank for customers and is a public area.

Mr. Ma said that a bank security guard took off his shoes and lay down sleeping on another sofa arranged in an “L” shape relative to the sofa where he and his mother were sitting. “About two meters from us, he said we were disturbing him while he was sleeping, and loudly demanded that we leave.”

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.

Source: The Paper

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 due to inappropriate words and behavior during the service process.

Mr. Ma said that at 10:00 a.m. on March 19, he went to the Qianqian Sub-branch to activate his bank card. At 10:30 a.m., after finishing the business and walking to the entrance of his 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 to me.” Mr. Ma said that on the spot he told them he did not want to communicate further, and the two female employees then left.

Mr. Ma said that at 11:30 a.m., he suddenly heard continuous loud knocking at his front door. Through the peephole, he saw that outside the door there were people from the bank and from a security company. They were dressed in 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 let’s talk.”

Source: The Paper

The customer service said the visit was to apologize; the sub-branch denied any privacy leakage

Mr. Ma said that his mother has cardiovascular and cerebrovascular diseases and needs a quiet resting environment. He comforted his mother while also asking the other party to leave. But the other party kept standing at the door for 20 minutes without leaving. In desperation, he called the police. After the police arrived, they recorded the relevant situation and provided guidance, and then the bank-related personnel left.

Mr. Ma said that he lives in an older residential compound with no elevator and no security on duty. The bank-related personnel came to his home by climbing the stairs. When he opened his bank account at the bank, the address registered was the address of the residential compound where he currently lives. He believed his privacy had been infringed upon.

Source: The Paper

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 that such a way of apologizing is not appropriate. In addition, the house is where he temporarily stayed to facilitate his mother’s medical treatment, and the neighbors do not know him.

“After this happened, my mother felt anxious and panicked, and she also developed insomnia symptoms. She even asked whether we could move.” Mr. Ma believed that the bank did not effectively answer how they found his home address. Such an “in-person apology” without consent caused him pressure.

Source: The Paper

Mr. Ma raised a request for the bank to apologize and provide compensation.

On April 2, a reporter called the Qianqian Sub-branch of China Construction Bank to ask about how they obtained Mr. Ma’s residential address and the specific identity of the people who came to his door. The bank denied that there was any privacy leakage and said they had already 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 guaranteed that it would not come to disturb him again. As for compensation, the two sides are currently communicating.

Editor | Yang Qiuyu