Pope Leo got hung up on by his own bank — why so many Americans are now quietly moving their money elsewhere

The article reports rising customer dissatisfaction with U.S. banks’ service—driven by long waits, hard-to-navigate phone trees and growing use of chatbots/AI—prompting more consumers to “soft switch” funds to other institutions. The 2026 J.D. Power study found satisfaction fell sharply in H2 2025 and ~20% of retail customers are now transferring money away from their primary bank (up from 17%). Surveys show two‑thirds accept behind‑the‑scenes AI for tasks like fraud detection, but over 80% still want access to a human for support. For markets, this trend implies higher customer churn, potential deposit outflows for poorly performing banks, and greater opportunity for fintechs or better‑service rivals—factors that could pressure bank stocks and reshape competitive dynamics in retail banking over the coming quarters.