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Are big banks really changing their ways? (KSAT)

Customer defections over fees and other charges may not drive the nation's
biggest banks out of business, but some institutions could stand to lose a
significant chunk of their deposits if they don't work harder to make
customers happy. In recent years, consumers have grown increasingly frustrated
as big banks instituted new fees and hiked interest rates on credit cards. In
the weeks after Bank of America announced plans to introduce a $5 fee for
debit card usage, nationwide movements formed urging consumers to dump their
big banks and switch to smaller community banks and credit unions. Even though
hundreds of thousands of customers signed on, it barely put a dent in the
coffers of America's biggest banks, which hold about 40% of total deposits.
Yet, many experts believe that if the banks don't clean up their act, more
consumers will follow suit and more serious problems will ensue. The nation's
10 biggest banks could stand to lose as much as $185 billion in deposits in
the next year due to customer defections, according to cg42, a Wilton,
Conn.-based management consulting firm that has conducted research for several
of the nation's top banks. The top ...

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