Have big banks really changed their image?

Big banks are advertising that they have changed their image and are making customer service a priority. ANZ in particular have used a nasty, fictional, bank teller named “Barbara” to characterise their competitor’s attitude to customer service, while inviting customers to experience a different approach at ANZ. But bank image problems are entirely of their own making.

Australians owed $47.8 billion on credit cards in July, a 6.5 per cent increase in a year, and debtors may face aggressive bank assigned debt collectors. The Age revealed that ANZ's debt collectors breached consumer laws by making relentless phone calls – one debtor received 12 in a week, the freezing of accounts or seizures of money and misleading legal threats or default notices, despite prohibitions on coercion, false statements and other unconscionable conduct.

Source: The Age