That's the thing, we pay more fees but get less customer service. The covid thing showed them that people would bank electronically, if forced to do so, or if inconvenienced enough. And closing branches and letting people go adds to the bottom line, even if the customers don't see any of that benefit.
Case in point, before the lockdown, the fraud department had real people, who spoke understandably, call and ask about possible fraudulent charges. Even late at night. Often, before I had even left the website. I could tell them, "Yes, that was me." or not. They could take care of it and most of the time that was it. No interruption of card service. At most, the card would be cancelled and you could get a temporary replacement the next business day.
Now, when a possible fraud is detected, my card is deactivated, and the only way I find out about it is when I go to use my card next and it doesn't work. No phone calls or emails. I have to be the one to call them, complain my card isn't working, then they tell me about possible fraud.
