Customer service

The nation's largest bank overtook PNC Bank to snag the top spot in an annual study that evaluates satisfaction levels at the nation's six largest retail banks.

An examination of industry sales tactics conducted after the Wells Fargo scandal found that credit card accounts (not checking or savings) were the largest source of account openings without customer permission.

TD Bank bills itself as America’s Most Convenient Bank, but even Jane Russell, its head of customer experience, admits that its service over the years has not always been consistent. That’s beginning to change.

Amazon's voice assistant will soon be in cars and even microwaves, but banks have not yet proven to customers they can serve them with conversational tech.

Australian credit unions can teach American CUs a thing or two about effective use of blockchain and know-your-customer strategies.

Several hard realities, including legacy technology and the pace of change in software and apps, leave firms vulnerable to outages that stir public outcry.

Julie Demarigny will be in charge of mobile and online strategies at the San Francisco bank.

The Atlanta bank warned that some customers may experience intermittent access. A routine system upgrade gone awry caused the problem.

The bank chalked up its outage to "a normal system upgrade that experienced technical difficulty."

Financial institutions need to manage expectations about what they can offer customers or they risk losing credibility with customers.