After a man filed a complaint, bank staff dressed casually came to his door and kept knocking, asking to "talk"? Bank responds

After a resident, Mr. Ma, from Chifeng City in the Inner Mongolia Autonomous Region filed a complaint against a bank security guard for improper conduct, the guard was dismissed. After that, relevant personnel from the Jian She Bank (China Construction Bank) Chifeng Branch—Zhanqian Sub-branch—came to the door in plain clothes, knocked, and demanded, “Open the door and let’s talk,” and kept refusing to leave for more than 20 minutes. Mr. Ma said he was frightened and believed his privacy had been leaked.

After the complaint about the security guard

Bank-related personnel suddenly came directly to the door

Recently, Mr. Ma reported that on March 17 at noon, he and his 73-year-old mother went to the China Construction Bank Chifeng Branch’s Zhanqian Sub-branch to handle business. Because his mother was unwell, he helped her to sit and rest in a public area.

“This is a resting area set up by the bank for customers,” Mr. Ma said. A bank security guard “took off his shoes and lay down asleep on another sofa next to the other sofa where he and his mother were sitting, about two meters away. He said it affected his rest and loudly demanded that we leave.”

Mr. Ma emphasized that they did not argue with the other party, but he took a photo of the guard. He filed a complaint against the security guard through the bank’s customer service mini program, and after that, the guard was dismissed from the branch due to improper conduct.

Mr. Ma said that at 10:00 a.m. on March 19, he went to handle business at the Zhanqian Sub-branch. When he walked to the entrance of his residential community, he found two female bank employees in uniform following him. “They said they wanted to talk with me,” Mr. Ma said. He immediately told them he did not want to communicate further, and the two employees then left.

Mr. Ma said that at 11:30 a.m., he suddenly heard continuous loud knocking at his home door. Through the peephole, he saw that outside the door there were the bank’s supervisor and personnel 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 and repeatedly demanded, “Open the door and let’s talk.”

Bank customer service said it was to apologize

The sub-branch denied privacy being leaked

Mr. Ma said his mother has cardiovascular and cerebrovascular diseases and needs a quiet environment. While comforting his mother, he also asked the other party to leave. However, they kept standing at the door for 20 minutes and would not leave. In desperation, he called the police. After the police arrived, they recorded the situation and advised them, and then the relevant personnel left.

Mr. Ma said he lives in an older residential community with no elevator and no security guards on duty. The bank-related personnel came by climbing the stairs to his door. When he opened his account at the bank, he registered his current residential address, and he felt that his privacy had been violated.

After the incident, Mr. Ma filed a complaint through the China Construction Bank customer service mini program. The chat records show that customer service said the visit was to “apologize in person,” and that they learned Mr. Ma’s residential address through a neighbor.

Mr. Ma believes this approach is inappropriate. In addition, the residence is a temporary place where he brought his mother for medical treatment, and he does not have any neighboring acquaintances.

“After the incident, my mother felt anxious and terrified, and she also started having insomnia. She even asked whether we could move,” Mr. Ma said. He believes the bank did not provide an answer regarding how it found his home address. For them to come to apologize without his consent put pressure on him. He demanded that the bank apologize and compensate him.

The reporter called the bank involved. The bank denied leaking privacy and said it had apologized to Mr. Ma, and that both sides had reached a settlement.

In response, Mr. Ma said the bank has apologized to him and promised it will not come to his home again. Regarding compensation, the two sides are currently in discussions.

Source: The Paper (Pengpai News)

Editor: Tian Yuan | Proofread/Review: Hu Yani | Review: An Hui

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