Core Points - The article highlights the increasing prevalence of fraudulent intermediaries in the financial consumer sector, which severely harms consumer rights [1] - A specific case is presented where a customer, Mr. Zhang, was misled by a "loan optimization intermediary" that falsely advertised low-interest loans and quick disbursements, resulting in financial loss and personal data exposure [1] - The bank branch successfully resolved the dispute by employing a multi-faceted resolution mechanism, demonstrating effective customer service and consumer protection practices [2] Summary by Sections Incident Description - Mr. Zhang fell victim to a fraudulent intermediary that claimed to have a partnership with the bank, leading him to believe the bank was responsible for his issues [1] - The intermediary charged Mr. Zhang a high agency fee and manipulated his loan application without authorization, causing credit record anomalies [1] Bank's Response - The bank's customer manager promptly addressed Mr. Zhang's concerns, providing clear explanations of the bank's compliance processes and the nature of the fraudulent activities [1] - The bank utilized real case examples to educate Mr. Zhang on the typical tactics used by fraudulent intermediaries, guiding him on how to pursue legitimate claims [1] Resolution Outcome - After multiple communications, Mr. Zhang understood the bank's position and decided to abandon his compensation claim, opting instead to resolve his credit issues through proper channels [2] - The bank's proactive approach and commitment to consumer rights protection were acknowledged by Mr. Zhang, who expressed gratitude for the assistance provided [2] Future Commitment - The bank plans to enhance its consumer rights protection efforts, focusing on risk awareness and financial education to safeguard consumers' financial interests [2]
建行济南历城支行：筑牢金融“防火墙”，守护百姓“钱袋子”