Every time I have any interaction with my bank accounts online, they seem to see it as an opportunity to try to cram paperless statements down my throat. Evidently they learned from the software industry that there's no such thing as "no", just "ask again later".
Whatever spin they put on it (ecology typically) it's about them wanting to save 70 cents a month on postage. The fact they keep trying to slip it under my radar shows a disrespect for me as a customer.
More seriously, I could see it breaking the workflow of people who traditionally used the arrival of the statement as a trigger for other things (maybe they ONLY check their statement for fraudulent transactions once a month, or send off bills when they recieve it), and having it suddenly disappear breaks their workflow.
Rather than "we've got a shinier app" or a new way to insert a chatbot between you and the services you want to perform, a disruptor bank should be going all-in in customer service. If you want statements, you'll get them. No dark patterns or "we changed this setting because you gave us the vaguest hint of consent." First contact on the customer service hotline is straight to a human being. Nothing that requires a custom app-- everything online should work on any device with a browser, and 2FA should be a standalone token provided at the bank's expense. (Aside from providing a simpler UI, it's one more hurdle in turning "stolen phone" into "account compromise")
All the large national banks are interchangeable for a consumer-- they all pay dreck interest, and their primary selling feature is "you might find a no-fee ATM while travelling." But they'd be very suited to the customer-service pivot because they already have the in-person footprint that allows for handling the "I'm in over my head and want to go down and talk with an actual person to get sorted out" scenarios.
Whatever spin they put on it (ecology typically) it's about them wanting to save 70 cents a month on postage. The fact they keep trying to slip it under my radar shows a disrespect for me as a customer.
More seriously, I could see it breaking the workflow of people who traditionally used the arrival of the statement as a trigger for other things (maybe they ONLY check their statement for fraudulent transactions once a month, or send off bills when they recieve it), and having it suddenly disappear breaks their workflow.
Rather than "we've got a shinier app" or a new way to insert a chatbot between you and the services you want to perform, a disruptor bank should be going all-in in customer service. If you want statements, you'll get them. No dark patterns or "we changed this setting because you gave us the vaguest hint of consent." First contact on the customer service hotline is straight to a human being. Nothing that requires a custom app-- everything online should work on any device with a browser, and 2FA should be a standalone token provided at the bank's expense. (Aside from providing a simpler UI, it's one more hurdle in turning "stolen phone" into "account compromise")
All the large national banks are interchangeable for a consumer-- they all pay dreck interest, and their primary selling feature is "you might find a no-fee ATM while travelling." But they'd be very suited to the customer-service pivot because they already have the in-person footprint that allows for handling the "I'm in over my head and want to go down and talk with an actual person to get sorted out" scenarios.