Core Viewpoint - A Shanghai citizen, Ms. Gu, is facing difficulties in withdrawing funds from two bank deposit certificates dated 1997, as the bank claims it cannot locate the necessary records to process her request [1][3][9]. Group 1: Customer Experience - Ms. Gu attempted to withdraw her funds in June 2025 but was informed by bank staff that her deposit certificates could not be found in the system, leading to a prolonged waiting period of three months without resolution [1][3]. - After multiple follow-ups, the bank acknowledged that they were still searching for the records but had not made any progress, causing Ms. Gu increasing anxiety [3][5]. - The bank later attributed the issue to a discrepancy in the spelling of Ms. Gu's name in their system, which they claimed was due to a lack of support for certain characters in their database during the time of deposit [5][7]. Group 2: Bank's Response - The bank has formed a multi-departmental task force to investigate the issue, but they have yet to locate the original records necessary for Ms. Gu to access her funds [5][7]. - A bank representative indicated that the problem may stem from several system upgrades that occurred since 1997, complicating the retrieval of historical data [7][11]. - The bank's inability to find the records has raised concerns about their operational processes and customer service standards [9][11]. Group 3: Legal Perspective - According to the revised Commercial Banking Law, banks are obligated to ensure the payment of deposits and interest, and cannot delay or refuse payment [9][10]. - Legal experts assert that if Ms. Gu presents valid proof of her deposits, the bank must provide evidence to dispute the authenticity of the deposits; otherwise, they are required to fulfill the payment [10][11]. - The ongoing situation highlights potential legal implications for the bank regarding customer rights and the handling of deposit disputes [10].

Core Viewpoint - A customer, Ms. Gu, has been unable to withdraw funds from her 1997 time deposit certificates at China Construction Bank due to issues with the bank's system and the disappearance of the original records [1][11][20]. Group 1: Customer Experience - Ms. Gu attempted to withdraw her funds in June 2025 but was informed by bank staff that her deposit records could not be found, leading her to wait for three months without any updates [1][4][6]. - After filing a complaint, the bank acknowledged the ongoing search for her records but failed to provide any concrete results, causing increasing anxiety for Ms. Gu [6][10][20]. Group 2: Bank's Response - The bank has formed a multi-department task force to address the issue, but they have not yet located the original deposit records [10][15]. - Bank staff admitted that the disappearance of the records is a system issue, exacerbated by multiple system upgrades over the years [11][15]. Group 3: Legal Perspective - According to legal experts, banks are obligated to pay out deposits upon presentation of valid certificates, and if they cannot prove the invalidity of the certificates, they must fulfill the payment [18][20]. - The legal framework supports Ms. Gu's right to access her funds, as the bank has not provided evidence to dispute the authenticity of her deposit certificates [18][20].