建行济南市中支行：暖心服务解难题，助力老人守护养老钱

Core Insights - The article highlights a case where an elderly customer, Mr. Li, faced an unexpected automatic deduction from his bank account due to an insurance policy he did not remember purchasing, showcasing the challenges older individuals face with digital financial services [1][2] Group 1: Customer Experience - Mr. Li discovered an automatic deduction for "Ant Financial Insurance" while checking his bank account, leading to confusion and concern [1] - The bank staff provided attentive assistance, helping Mr. Li understand the situation and guiding him through the process of contacting his family for clarification [1] - After confirming the misunderstanding, Mr. Li's daughter authorized the bank to assist with the refund process, demonstrating effective family involvement in resolving the issue [1] Group 2: Service Response - The bank manager patiently guided Mr. Li in submitting a refund request through the Alipay customer service, ensuring compliance with operational protocols [1] - The bank also took the initiative to educate Mr. Li on using mobile banking services, addressing his concerns about account management and security [1][2] - The bank's commitment to understanding and addressing the unique needs of elderly customers is emphasized, indicating a proactive approach to enhancing financial security for this demographic [2]