That's the problem with large banks - you guys don't give a rat's ass about the customer, and then you wonder why you are losing market share to customer-friendly regional banks and credit unions.
Thats the way it is.
No, that's the way the banks made it. Like P.J. O'Rourke once said, all this can be explained. What it can't be is believed.
I've done contracting and consulting to three major banks. I know the attitudes of the people, I know the B.S. that banks present. You can spin some of the folks. You ain't going to be able to spin me. Just like the nonsense that sorting transactions from largest to smallest prior to posting is somehow beneficial to the customer - when some pointy-headed MBA figured out they could dramatically increase overdraft charges by doing such.
Its not a large bank nothing. Its the way banks in general work.