Banks have always been the most trusted financial institutions of ordinary people. However, looking back on 2020, there were countless adverse events in banking institutions, consumers' rights and interests were damaged, and the trust of ordinary people gradually collapsed. In this regard, Phoenix Net Finance launched a 3 15 investigation on bank complaint clues to comprehensively collect and sort out consumers' experiences of deception and injustice in bank consumption in the past year, and work together to protect consumers' rights and interests and jointly operate a healthy financial environment.

As of press time, Phoenix Net Finance has received many complaints about banks, involving large state-owned banks, joint-stock banks, city commercial banks and rural commercial banks. Among them, China Construction Bank has become one of the largest state-owned banks with the most complaints. Complaints include refusing users to withdraw cash, CCB APP inducing customers to use credit cards to withdraw cash, and taking the opportunity to collect fees.

In addition, in the recent 3 15 bank complaint survey conducted in Phoenix.com, the number of complaints from China Construction Bank also remained high, involving CCB's disclosure of customer privacy, reselling customer information for profit, loss of deposits, harassment of spam messages, and the worst service.

CCB APP induces customers to use credit cards to withdraw cash and take the opportunity to charge.

Phoenix Net Finance received a complaint from Mr. Zheng, a user of China Construction Bank, saying that when the ATM of the self-service bank of China Construction Bank on the southwest side of Guangrong New Village, Mengshan Road, Gulou District, Fuzhou City, Fujian Province used "Dragon Payment" to withdraw money, it was induced to use a credit card to withdraw cash and was charged by the opportunity.

Mr. Zheng told Phoenix Finance that when the savings card is effectively bound and the funds are sufficient, the CCB APP system chooses the credit card by default, and the choice direction is very inconspicuous, which can't attract the attention of users, and it can't be distinguished when entering the password. Mr. Zheng believes that CCB APP intentionally induces users to use credit cards to withdraw cash, which violates users' subjective wishes and forces them to charge 5 yuan withdrawal fees.

Mr. Zheng repaid the loan as soon as he found the problem, and contacted the online and offline staff at the scene and by telephone. The complainant said that after telling the truth and other banks' humanized handling of similar situations, CCB staff still refused to solve the problem, and their attitude was "arrogant and very unfriendly". The feedback from CCB to users is that "if you use the credit card according to the regulations, you can't cancel it", and it is said that there are tips for using the credit card APP.

Mr. Zheng told Phoenix Finance that he did not accept CCB's handling and reply methods, and then complained to the CBRC about this matter, and planned to cancel CCB's credit card and stop using it.

China Construction Bank was accused of violating the obligation of capital security.

In the 3 15 bank survey initiated by Fenghuang.com Finance, in question 2, "Cases of banks leaking customers' privacy and losing deposits", the top two complaints were all from China Construction Bank. The option "China Construction Bank: reselling customer information for profit, information leakage rampant, with the participation of president, account manager and outsourcing staff" won 758 1 vote, accounting for 22.39%; "CCB: After 80s, women's100000 deposits disappeared, and CCB only compensated 4.5 million with interest" won 6783 votes, accounting for 20.03%.

After the first and second trial, the court held that Liyawan Sub-branch of China Construction Bank violated the obligation of capital security in the savings contract. The court finally ruled that Liyawan Sub-branch of China Construction Bank compensated Li 4.5 million yuan and the interest on demand deposits in the same period.

There are frequent incidents in which CCB leaks customers' privacy.

The same is the survey question 2. Consumers can't tolerate the situation that "banks reveal customers' privacy and lose their deposits". The top two complaints are all from China Construction Bank. The option "China Construction Bank: reselling customer information for profit, information leakage is rampant, and the president, account manager and outsourcing staff all participate" won 758 1 vote, accounting for 22.39%.

In 2020, Phoenix.com's "Eye of Banking Finance" column reported many cases of reselling customer information related to branches of China Construction Bank. Throughout each case, the perpetrators were widely distributed, including not only CCB employees at that time, but also former CCB employees and outsourcing personnel. From the age point of view, both the post-70 s and post-80 s are involved, and the post-90 s also account for a lot. According to the judgment reasons given by the judgment document network, they are all "crimes of infringing citizens' personal information". The side reflects the insufficient risk control and lax supervision of branches of China Construction Bank, and the serious disclosure of customer privacy by China Construction Bank.

After 1990, the outsourcing staff of CCB colluded with the customer manager of CCB to commit crimes.

In the case of customer information disclosure and infringement of citizens' personal information related to China Construction Bank, Cui Mou, an outsourcer of China Construction Bank Yongzhou Branch, used the credit card of China Construction Bank Yongzhou Branch to check the user and password of the customer manager, and found 3,678 overseas personal credit reports, which were sold to microfinance companies through unemployed citizen Lu Mou at the price of 10 yuan/share, with an illegal profit of about 36,780 yuan.

The account manager of CCB and the salesman of CCB illegally inquired about credit information and made illegal profits.

In another case related to customer information disclosure of China Construction Bank in 2020, Wu Moumou, then customer manager of Nansha Zhujiang Street Sub-branch of China Construction Bank, Rao Moumou, then salesman of housing and consumer credit department of Nansha Zhujiang Street Sub-branch of China Construction Bank (now credit customer manager of Guangzhou Branch of Ping An Bank), and Tan Moumou, then customer manager of Shiling Business Department of Guangzhou Huadu Chouzhou Village Bank, conspired to commit crimes and illegally inquired and traded more than 100 credit information, thus making illegal profits.

After verification, the defendant Tan Moumou infringed 325 pieces of citizen credit information, the defendant Wu Moumou infringed 234 pieces of citizen credit information, and the defendant Rao Moumou infringed 193 pieces of citizen credit information. In the end, the court sentenced Tan Moumou to the crime of infringing citizens' personal information, Wu Moumou to the crime of infringing citizens' personal information, and Rao Moumou to the crime of infringing citizens' personal information, sentenced to fixed-term imprisonment of 1 1 month, and fined RMB20,000.

In addition, question 7, "There are serious complaints about spam messages in banks. Which bank received the most spam complaints? " China Construction Bank won 4085 votes, accounting for 10.65%, ranking second. Question 8: "Which bank do you think has the worst service in the past year?" , China Construction Bank won 5605 votes, accounting for 12.98%, also in the forefront.

Although it is one of the "big four banks", China Construction Bank still has a long way to go only from the relevant cases in recent years and the complaints received by Phoenix Finance.