Core Points - The article highlights a heartwarming incident at the CCB Heze Bayi Road Branch, where staff helped an elderly customer recover mistakenly deducted retirement funds, embodying the service philosophy of "no small matter in service, true feelings in details" [1][2] Group 1: Incident Overview - An elderly customer entered the bank in distress, reporting that over 2000 yuan of retirement funds had disappeared from their account [1] - Bank staff quickly calmed the customer and guided them to recall recent banking activities to trace the missing funds [1] Group 2: Resolution Process - Upon reviewing transaction records, staff discovered the funds were not stolen but had been automatically deducted for an insurance product due to an unintentional click on a "red envelope" pop-up [1] - The bank staff took immediate action to assist the elderly customer in contacting the payment platform and insurance company, advocating for a refund based on the claim of "non-voluntary purchase" [1][2] Group 3: Customer Experience and Future Commitment - The full premium was successfully refunded to the customer's account the same afternoon, leading to expressions of gratitude from the elderly customer [2] - This incident not only showcased the professionalism of CCB employees but also highlighted the importance of protecting the financial rights of elderly clients amid the digital finance landscape [2] - CCB plans to continue its customer-centric service approach, providing detailed and warm services to safeguard the financial security of various customer groups [2]
建行菏泽八一路支行：热心助老，成功追回“消失”的退休金