Core Viewpoint - The article highlights the increasing consumer complaints regarding credit card marketing harassment, particularly through phone calls, and the challenges faced by banks in balancing performance and user experience amid regulatory scrutiny [1][3][4]. Group 1: Consumer Complaints - Daily, consumers receive 2 to 3 promotional calls, with some experiencing harassment late at night from AI customer service [1][2]. - In 2024, credit card complaints surged, with over 14,000 complaints on third-party platforms, indicating a significant issue in the industry [2][8]. - Major banks reported a dramatic increase in credit card-related complaints, with China Merchants Bank seeing a 89% rise from 29,100 to 55,100 complaints year-on-year [7][11]. Group 2: Marketing Strategies - Banks are facing pressure to increase credit card issuance, which has been declining for nine consecutive quarters, leading to aggressive marketing tactics [11][12]. - The traditional "scattergun" marketing approach is criticized for lacking precision and failing to meet user needs, resulting in consumer dissatisfaction [12][18]. - The rise of AI outbound calling technology has exacerbated the issue, with banks increasingly relying on automated systems for marketing, which often leads to consumer annoyance [13][14]. Group 3: Regulatory Environment - The implementation of new credit card regulations in July 2024 aims to address market irregularities and enhance consumer protection, yet complaints continue to rise [4][19]. - Legal frameworks, such as the Civil Code, provide consumers with avenues for recourse against harassment, as demonstrated by a successful lawsuit against a bank for privacy violations [18][21]. - Regulatory bodies are intensifying oversight, with significant fines imposed on banks for non-compliance in marketing practices [19][20]. Group 4: Recommendations for Improvement - Experts suggest that financial institutions should shift away from invasive marketing practices and adopt a more consumer-friendly approach [21][22]. - Recommendations include implementing precise marketing strategies using data analytics to target appropriate customer segments and enhancing customer service training to improve communication [22].

Core Insights - Credit card marketing harassment has become a significant issue for consumers, leading to a surge in complaints against banks [1][2] - Legal actions are being taken by consumers against banks for privacy violations, with successful cases resulting in compensation [1][2] Group 1: Complaint Statistics - In 2024, a total of 20.60 million complaints were received by China Merchants Bank, with credit card-related complaints reaching 55,100, an increase of 89% from 29,100 in 2023 [1] - Minsheng Bank received approximately 205,300 customer complaints in 2024, with credit card complaints totaling 140,000, up from 130,000 the previous year [2] - China Construction Bank reported 43,200 credit card-related complaints in 2024, a 34.6% increase from 32,100 in 2023 [2] Group 2: Consumer Experiences - Consumers report receiving multiple marketing calls daily, which disrupts their daily lives and work, despite requests to stop these calls [2] - Overdue borrowers face even more severe harassment, including high-frequency calls and threatening messages from banks or third-party collection agencies [2] Group 3: Legal Framework and Consumer Rights - The legal boundaries regarding credit card marketing harassment are becoming clearer, with successful cases providing consumers with effective means of recourse [2] - The process for filing a lawsuit is described as low-cost, with fees ranging from 25 to 50 yuan, making it accessible for consumers seeking to protect their rights [2]