Case in point: Wells Fargo foreclosure fraud.
Case in point: Wells Fargo opening new accounts in customer names without direction from, approval by, or notification to said customers.
The primary incentive of a bank is to make money rather than customer satisfaction, security, or most other things. Sometimes other priorities suffer in the race to profit, sometimes including regulatory compliance and legality.
At a bank? No way. They are some of the most customer-hostile organizations I've interacted with. Dealing with payment accounts is a necessary evil for them, and they are very much aware of the effort required to switch to a different bank, and of the massive regulatory moat preventing consumer-friendly competition from popping up.
A bank doesn't care about screwing over a handful of customers. As long as it's not common enough to draw the attention of the press and/or a regulatory agency, they are not going to spend any money on improving.