被告知“结婚证不能证明是夫妻” 银行回应来了
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工行白山市抚松支行关于
客户办理查询业务证件情况的说明:
我们关注到网上有传我行网点柜员在为一位女士办理存款查询业务时,存在客户“被告知结婚证不能证明是夫妻”的问题,我支行高度重视,立即组织进行了调查核实,现将有关情况说明如下。
2022年5月11日,某女士到我支行泉阳网点办理已故配偶存款查询业务,提供了身份证、户口簿和结婚证,经办柜员在审核证件时,发现户口簿有信息被涂抹。该女士提出结婚证可以证明夫妻关系,员工当时出于保障客户账户资金安全的考虑,向女士解释:户口簿信息被涂抹,存在一定的风险,此时结婚证不足以作为证明两人夫妻关系的唯一依据,并建议女士到街道出具关系证明或到附近的公安局更换户口簿,再来办理业务。女士听取工作人员的建议,到公安局更换户口簿后,到网点办理完成了该查询业务。
我支行知晓某女士在网上发布有关投诉信息后,第一时间联系该女士沟通解释,并对此项业务办理过程中存在的不周到之处,致以歉意。
此事虽然网点员工的初衷是保障客户账户资金安全,但也反映出我行员工在服务过程中存在对业务政策流程理解不到位、服务不周到的问题。
对此,我们再次对给该女士带来的不便深表歉意!
我支行将进一步加强业务培训和员工教育,不断增强业务能力、服务意识,以客户为中心,持续提升服务效率及客户体验,为广大群众提供更加优质高效的金融服务。
中国工商银行吉林白山市抚松支行
2022年5月14日
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