Greatbanking: Fraudulent charges to customer accounts

Abstract

A customer reports fraudulent charges on her checking account. Greatbanking offers to send a new card. After the new card has arrived more fraudulent charges occur. The bank tells the customer she should open a new account with them. The bank then refuses to cash a check for the customer with the new account. The customer requests this to be waived. The bank declines the request. The customer asks to close all her accounts. The bank replies there is a fee to close a new account. What should the firm do?

消费者反应其账户存在欺诈性收费。GREATBANKING提供并邮寄了一张新卡。当收到新卡之后，欺诈性收费便随之产生了。银行告知消费者应办理一个新的账户。银行拒绝为新账户的消费者提供查账服务。消费者的请求被推迟。银行拒绝消费者的要求。消费者要求取消所有的账户。银行回复称如需取消新账户需要收取相应费用。银行应该做些什么？

Keywords:

• Customer retention
• customer service
• financial firms
• refusal
• service

关键词:

• :消费者保留
• 消费者服务
• 金融公司
• 拒绝
• 服务

Acknowledgement

The author appreciates the editing by Carol M. Megehee, Coastal Carolina University, of earlier versions of this case study.