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Published online by Cambridge University Press: 08 February 2024
Banks know that customers hate them. That is the headline from a CNN Business report from a survey of banking executives.1 The financial crisis of 2008 engraved stains on banks that more than 80 percent of managers at banks, brokerages, and other financial services firms believe continue to have a negative impact on their companies. JPMorgan Chase, Bank of America, and Citigroup saw their biggest fall in reputation. Their names stayed in the headlines for settlements with the regulators reaching billions. Regulators imposed hefty fines against banks in 2021: Capital One, $390 million; Deutsche Bank, $130 million; Julius Baer, $79 million; Apple Bank for Savings, $12.5 million.2 The total fines against big banks in the United States in 2020 escalated to more than $11 billion, including the largest single fine issued against Goldman Sachs ($3.9 billion) and the second largest against Wells Fargo ($3 billion).3
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