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Banks need startups to test the waters with new products and services, but startups need banks for their capital, infrastructure, large customer bases, established regulatory relationships and compliance training.
December 27 -
Straightening out bad actors is fine, but it wont resolve the inconsistencies and consumer confusion about overdraft protection cited by the Consumer Financial Protection Bureau.
June 14 -
To avoid incurring a customer's wrath or a lawsuit, banks should make sure new fees carry a clear value exchange, offer something new (ahem, mobile) and are easily avoided. Resist any temptation to set fee traps.
November 13
For some time now I've been mulling over a column on the unique checking and saving account products to hit the market and how game-changing they may or may not be. Unfortunately, while reviewing their terms and conditions, I can't get past one predominant question: Why, oh, why are these online advertisements and associated disclosure forms so complicated?
Take, for example, Santander's extra20 Checking Account, which rewards accountholders $10 each month they meet direct-deposit minimums and another $10 if they pay two or more bills online. The product's
Similarly, the
In most instances, the fine print links or otherwise directs prospective accountholders to much longer, comprehensive
Complex account disclosures and agreements are part of a long, ignoble industry tradition. By 2012, checking disclosures had grown so obscure that the Pew Charitable Trusts
Twenty-six financial services providers, including
For starters, most of the forms (aggregated on
Other banks, including
$50 minimum opening deposit for Wells Fargo store and business banking locations. For Wells Fargo Phone Bank SM or Wells Fargo Online ® Banking the minimum opening deposit is $25.
could have easily appeared in the monthly service fee box. (There is, after all, ample white space.) And the second
Our overdraft fee may apply whether the overdraft is by check, ATM withdrawal, debit card, electronic transaction or other means. The payment of transactions into overdraft is discretionary and the bank reserves the right not to pay. For example, the bank typically does not pay overdrafts if your account is not in good standing or you have had excessive overdrafts. You must immediately bring your account to a positive balance.
seems just as pertinent as all the information that is included in the disclosure box itself. (Of course, my quibble with
Moreover, almost all of these firms make it clear that their simplified disclosures in no way, shape or form fully outline the complete terms and conditions of the account. (See
So, while the forms are a great tool for comparison shopping (admittedly, Pew's
Financial institutions have argued that a certain amount of this legalese is necessary in order to
The new checking and saving account products mentioned above are interesting in that they use positive reinforcement (in the form of rewards) or negative reinforcement (in the form of fees) to get customers to adopt certain beneficial behaviors. One of the ways to waive the monthly checking account fee on PNC's Virtual Wallet, for instance,
These tactics may ultimately prove worthwhile, but they're also likely to multiply the word count on ads and associated disclosures since the products themselves are more complicated. And banks, just as with their credit card rewards programs, tend to mitigate payouts and rewards by imposing restrictions on them.
Take, for instance, Barclays'** Dream Account, which the U.K. bank is marketing online to U.S. customers. This product offers a 2.5% bonus on the total interest an accountholder has earned over a six-month period if and only if said holder meets the following (footnoted) requirements:
A bonus of 2.5% will be applied to interest accrued and paid in the previous six(6) months if six(6) consecutive monthly deposits are made to the account in the amount of $1,000 or less. A bonus of 2.5% will be applied to interest accrued and paid in the previous six(6) months, if there are no withdrawals from the account in any of the previous six(6) months. Bonuses will be paid to the account at the end of the month which the applicable conditions have been met.
Innovation is welcome, but not at the expense of transparency. There's already
As such, the most truly innovative checking or saving account of them all may be one that bankers don't have such a hard time explaining. And, at the very least, banks should cool it with the footnotes.
*A spokeswoman for PNC says this particular part of the website is merely a summary of the key features and benefits of these account options and that the footnotes are intended to provide more comprehensive account information and details.
**Andrew Harris, director of deposit products and customer experience at Barclays, says federal regulations often require banks to disclose certain additional account information, which may get included in footnotes. Key product information is provided within the main body of our marketing, he says. Also, footnotes can be a useful tool in providing additional information for consumers at a quick glance without having to look through the complete terms and conditions, and can help provide insight into the sources of information used in the marketing statements.
Correction: An earlier version of this post gave an outdated figure for the number of banks that have adopted Pew Charitable Trusts' simplified disclosure box. It is now 26.