Have overdrafts made banking relationships toxic?

Banks and credit unions used to be the master of customer relationships, skillfully balancing empathy and integrity to know their customers well enough that they could proactively solve their financial problems. When my mom worked in banking, she knew all her customers by name and had a real sense of pride and satisfaction when she could help them, but as time went on, overdrafts often became a sore spot in her relationships. Lack of communication puts a strain on any relationship, and today there is little to no proactive communication when customers face account shortages. When a customer is not informed of what’s happening, they lo...

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