Many bank customers are complaining of increasing difficulty in reaching a qualified specialist capable of handling their issues. This has become a real headache for people who face bureaucratic complexities or require immediate assistance. Banks, in turn, explain the situation by staff reductions and a shift towards process automation. However, for customers, this means long waiting times on the phone or a complete lack of access to a live specialist. Experts believe that this trend could negatively affect the reputation of financial institutions and lead to a loss of customer loyalty.
