If you, like the bank, don't care about your customers, will find that many will bank elsewhere.
I know an instant where a wealthy sheep farmer, who owned two large properties near Young, NSW & had well over $100,000 in the bank (this was about 45 years ago) & asked a bank employee to fill out a deposit form for him as he did not have his spectacles. The bank employee refused so my friend simply walked across the road to another bank & transferred all his business to the other bank.
If a businessman changes banks as a result of lack of service in filling out a form, consider how many will change banks through lack of personalised service, particularly if they have problems with using computers.
CBA Price at posting:
$143.04 Sentiment: Sell Disclosure: Held
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