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Point taken. A solution for wider customer coverage is to include the appropriate contact number on the back of all bank issue debit/credit cards.

Of course the reward for that is 20 minute hold times packed with obnoxious ads with varying volume designed to constantly steal the users attention.

Here's the thing. In current broken model, there is a bank employee who has the time to call the customer up. When calling back, if the call routing is implemented efficiently, the same employee will answer the call. There will be no need to wait for the usual customer service.

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