To understand how some companies have lost their souls, consider what happened after U.S. Bank stiffed a customer before Christmas.

Marc Eugenio had deposited a $1,080 paycheck into his account at U.S. Bank. The bank put a hold on most of the sum, and he spent many hours in a branch office over two days, trying to get access to the money so he could buy presents for his 9-year-old daughter and 13-year-old son.

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