carelessly formulated letter – dismissal; request to reconsider denied

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A bank employee sent a carelessly formulated letter to a customer who had complained about the bank on social media. The customer interpreted the letter as to inform him that the bank was terminating all services to the customer and filed a complaint with the Foundation for Banking Ethics Enforcement. However, the Prosecution Office opined that the case had no merit, as the bank employee had already profusely apologized for the letter in writing and by telephone. 

The customer asked for an official review of the case by the chair of the Disciplinary Committee. The chair agreed with the Prosecution Office that the bank employee’s apologies were sufficient and added that starting a disciplinary case would be disproportionate.