Di Yi Cai Jing·2025-06-29 06:21Core Insights - The surge in credit card complaints reflects a significant issue within the banking industry, with complaints increasing by 89% in 2024 compared to 2023, highlighting the challenges banks face in balancing performance and customer experience [2][4][7] Complaint Statistics - In 2024, China Merchants Bank received a total of 206,000 complaints, with credit card-related complaints reaching 55,100, a substantial increase from 29,100 in 2023 [2] - Minsheng Bank reported approximately 205,300 customer complaints, with credit card complaints rising to 140,000 from 130,000 the previous year [2] - Construction Bank handled 43,200 credit card complaints in 2024, up 34.6% from 32,100 in 2023 [2] - Over 14,000 complaints related to credit card harassment were found on third-party platforms [2] Marketing Challenges - The banking sector is experiencing a decline in credit card issuance, with 727 million cards in circulation by the end of 2024, a decrease of 80 million from Q4 2022, marking nine consecutive quarters of decline [4] - Banks are resorting to aggressive marketing strategies, including AI-driven telemarketing, to engage existing customers, but these methods often lack precision and can lead to customer dissatisfaction [5][6] Regulatory Environment - The legal framework surrounding credit card marketing harassment is becoming clearer, with the Civil Code providing consumers with avenues for legal recourse against intrusive marketing practices [7] - Regulatory bodies are intensifying efforts to address non-compliant marketing practices, as evidenced by recent fines imposed on banks for improper telemarketing [7] Recommendations for Improvement - Industry experts advocate for a shift towards more precise marketing strategies, utilizing data analytics to better understand customer behavior and preferences [8] - There is a call for financial institutions to enhance customer service processes and training to reduce the frequency of unwanted marketing calls [8]