https://www.theregister.co.uk/2019/10/21/storage_survey/

Survey So much of the misery inflicted on customers by financial institutions is caused by disjointed systems and clumsy hand-offs between departments.

The people you speak with as a customer often seem blind to the interactions you've had internally with their colleagues, and the details of the excruciatingly painful process you have gone through to submit forms and documents that have since got lost or stuck in the system somewhere.