Calif, the comment
"we are the only bank who does it this way" comments, etc. riled me. Usually there is no basis. Sorry for the rambling, but the following is for all types of accounts/relationships.
You have to pick and choose your battles.
First, not everyone else does it different.
If every account were handled differently, life would be a servicing nightmare.
A bank (or any other company), cannot be all things to all people. Stick with your strengths and market those. Too many good places have gone under because they wanted to make everyone happy with everything.
The more options you have, the less profit you'll make, the more mistakes you'll have. Cannot give away the store.
The more potential options, the greater the chance for treating people differently. Once that happens, the disadvantaged customers will go elsewhere and badmouth you. If it is a loan account - the next step in the argument, and the disadvantaged customers (ones who did not get the breaks) were protected classes, the bank has disparate treatment.
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Integrity. With it, nothing else matters. Without it, nothing else matters.