This basic problem I can identify in the case is lack of personal approach by bank. Now a day , bank set-up a call centre and the person at the call centre just does his/her work to listen to the customer and give him/her a sweet reply , without personal interest to solve the customer querry, reason being he/she doesn't have any perosnall relationship with the customer and completes his job without being accountable to what he/she has replied or promise.
If bank go for better personalised service with someone accountable for reply and action , this could help bank not having such unsatisfied customers.
