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Trying to get my head around this 'logic'. A owns some property. B steals it. A & B get to an understanding that it's ok for B to keep the stolen property. B in turn sells part of the property to X, Y & Z. A sues X, Y & Z because he can't sue B. Fantastic 'logic'!

Fully agree with the views in the article. In the rush to develop technological solutions to solve different problems, many banks have not taken care of end to end solutions but build solutions in silos. If its a simple transaction, technology handles it smoothly. Bring in a bit of complexity and the cracks in the whole system start showing up. If the people in the branches can't solve problems of their customers when they do visit the branches - something that's getting less frequent - they are sure to be turned off, not just from the branches but from the banks themselves! Here is my own experience from a recent branch visit:

Wondering why they assume that what went wrong with the pepper spray "solution" will not happen in this case?