Core Points - The incident involved a customer, Cheng, who reported unauthorized deductions from his account totaling 231.6 yuan due to a misleading link related to "YeePay Insurance" [1] - The bank staff acted promptly, resolving the issue within 18 hours and ensuring the customer received a full refund [2] - The bank emphasized its commitment to customer rights and plans to enhance emergency service mechanisms and staff training to combat new forms of online fraud [2] Summary by Sections Customer Incident - Cheng experienced unauthorized deductions from his account after clicking a suspicious link [1] - The deductions were made by an insurance institution associated with YeePay, which Cheng claimed he did not authorize [1] Bank Response - Bank staff provided immediate assistance, calming the customer and retrieving transaction records [1] - They contacted the insurance institution's customer service on behalf of Cheng, emphasizing the unauthorized nature of the deductions [1] Outcome and Future Plans - The bank successfully facilitated a refund of 231.6 yuan to Cheng's account within 24 hours [2] - The bank plans to improve its emergency response services and enhance employee training on handling online fraud [2]
建行济宁西城支行：专业服务速解客户难题 贴心举措赢得认可