Forty-one years with the same bank. My “relationship manager” is now a chatbot that thinks I’ve forgotten my password. I haven’t. I’ve forgotten why I’m still with them.
Nobody asked us whether we wanted the branch shut. It just went, like the teller who knew my name, replaced by a QR code and a cheerful message about my banking journey. I am not on a journey. I am trying to pay a bill.
Here’s the thing that stings: we were loyal customers for decades, and loyalty now means being first in line to be automated. So — who should actually carry the cost of a human being behind a counter?
Branches cost money, and someone pays for them — probably you. So: keep them, or let them go?
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The Crowd 5
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