Agricultural Bank of China customers sat on the ground and cried bitterly, and the "people's nature" of financial work was imminent

In the past few days, a series of publicity activities to implement the spirit of the Central Financial Work Conference have been in full swing, and financial executives, including the "top leaders" of the central bank and the State Administration of Financial Supervision, have appeared for interviews and made statements on how to do a good job in financial work.

However, at this time, a video of a female customer of the Agricultural Bank of China sitting on the ground in the business hall crying was leaked, which seemed extremely discordant.

The video shows that on December 5, in the southern suburbs branch of the Agricultural Bank of Sichuan Mianyang, a woman sat on the ground and cried bitterly, the reason was suspected to be that the woman's deposit of 300,000 yuan was made into a wealth management product by the bank, and it was found that there was not a penny when withdrawing. ABC then responded, admitting that there were deficiencies in service.

Coincidentally, on December 5, Xinhua News Agency broadcast an article and video of an exclusive interview with Gu Shu, chairman of the Agricultural Bank of China, titled "Be the main force of the real economy and make every effort to do a good job in five major articles".

Gu Shu said that it is necessary to grasp the political and people's nature of financial work, and adhere to the moral and business outlook of honesty and trustworthiness, justice and benefit.

It seems that there is still a considerable distance between the requirements and expectations of the chairman and the reality of grassroots outlets.

A customer who sits on the ground and cries bitterly

On December 5, it was reported on the Internet that in the southern suburbs of Mianyang, Sichuan branch of the Agricultural Bank of China, a woman sat on the ground and cried bitterly, the reason was suspected to be that the woman's deposit of 300,000 yuan was made into a wealth management product by the bank, which caused heated discussions.

The online video shows a woman in a red shirt sitting on the ground crying bitterly, and many people nearby are watching. The photographer said that what he heard was that the woman had deposited 300,000 yuan in the bank, which was used as a financial management, and when she went to withdraw the money, she found that there was no penny.

On December 6, the Mianyang Branch of the Agricultural Bank of China issued a statement on the situation, saying that the person in charge had met with the customer and made full communication and explanation, and the two sides had reached an understanding.

Agricultural Bank of China said, "After verification, on December 5, 2023, when the customer Chen applied for business redemption at the Mianyang Southern Suburbs Branch of the Agricultural Bank of China, he was in a closed period in accordance with the business rules and could not redeem for the time being. In this regard, the relevant person in charge of Mianyang branch has taken the initiative to meet with the customer, and made full communication and explanation, and the two sides have reached an understanding on the shortcomings of the service. ”

From the video of the scene and the response of the Agricultural Bank of China, it may be inferred that:

First, the customer's deposit of 300,000 yuan has become financial management;

Second, the customer should be unaware, not fully aware or there is a major misunderstanding, the deposit is converted into financial management, otherwise she will not sit on the ground and cry;

Third, the wealth management has a closed period and cannot be withdrawn at any time;

Fourth, the reason why the bank tellers who handled the deposit business at that time had the motivation to convert the customer's deposit was either because of the task pressure or the profit drive, otherwise the teller would not have done so.

Regrettably, in its response, ABC only stated that "the two sides have reached an understanding on the deficiencies in service" and praised itself that "the relevant person in charge of the Mianyang branch has taken the initiative to meet with customers", but did not explain whether it was a lack of service or a violation of the business? If the deposit was turned into financial management without the customer's knowledge, it must be an outright illegal operation.

How to do a good job in inclusive finance

In response to a question from a Xinhua News Agency reporter, Gu Shu, chairman of the Agricultural Bank of China, spoke very well, saying:

"In the new era and new journey, ABC will deeply grasp the political and people's nature of financial work, and unswervingly follow the path of financial development with Chinese characteristics. ”

"Accurately grasp the scientific connotation and practical requirements of the road of financial development with Chinese characteristics, vigorously carry forward the excellent traditional Chinese culture, and adhere to the moral and business outlook of honesty and trustworthiness, justice and benefit. Guided by the 'eight insistences', we will strengthen the political position of serving the people and the responsibility positioning of serving the real economy. ”

Comparing Gu Shu's speech and the "woman sitting on the ground and crying" incident, it can be seen that:

First, Gu Shu particularly emphasized the "political and people's nature of financial work", and finance, as a service industry, must serve the people.

Second, Gu Shu particularly emphasized the moral and business outlook of honesty and trustworthiness, righteousness and benefit. Banks should make money as enterprises, but they must not forget their interests. From this incident, if the employees of the Agricultural Bank of China harmed the interests of customers for their own interests (such as completing targets and getting more bonuses, etc.), it was obvious that they did not achieve the "balance of justice and benefit" proposed by Gu Shu.

Gu Shu also said that the Agricultural Bank of China should handle the relationship between financial functionality and profitability, adhere to the origin of serving the real economy, deepen the structural reform of the financial supply side, and better meet the economic and social development and the growing financial needs of the people.

The Central Financial Work Conference has made arrangements for the current and future financial work, but how to implement it depends on how financial institutions, including the Agricultural Bank of China, act.

It is urgent to enhance the "people's nature" of financial work!