At The Motley Fool, we tend to talk about companies from the perspective of investors, not consumers. But while these two perspectives can sometimes meld, that's rare in the bank industry, as we all learned recently when it was revealed that thousands of Wells Fargo (NYSE: WFC) employees opened up to 2 million fraudulent accounts for consumers.
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Analyst Gaby Lapera and contributor John Maxfield discuss this tension in the latest episode of Industry Focus: Financials, a weekly podcast dedicated to the financial sector.
A full transcript follows the video.
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This podcast was recorded on Sept. 19, 2016.
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John Maxfield: The thing to note here is, there is an inherent tension between what an investorlooks for in a really good bankand what a consumer looks for in a really good bank. Now, there are some overlaps,but most of it is more of a conflict. Let's think about that. If you're bank investor, what do you want to see? You want to see a bank that's well-diversified, that they don't just earn money from theirasset portfolio, they also earn fee income. Well, if you look at the fee income, where does the fee income come from? It comes from account fees, overdraft fees,insufficient funds fees, things like that. Those are not consumer-friendly things. While diversification is good for investors, it'snot good for the consumer. We talk about transparency. Youwant to know what financial products you're getting,what they do,all those different things. You want to understand what you're buying. Well, banksdon't have an interest inmaking those things clear. If you don't exactly know what you're getting, or the feesassociated with accounts,it's a lot easier for banks to ply you foradditional fees if you don't know what's happening.
Gaby Lapera:You are so right. And there'sfederal regulations surrounding this now,especially around mortgages. If youhappened to get a mortgage pre-financial crisis,and another mortgage post-financial crisis,you probably have noticed that you get handed a paper that makes it very clear what the terms of the mortgage are. That was something that was federally mandatedpost-financial crisis,because they felt a lot of consumersdidn't know what they were getting into with their mortgages,especially in terms of the interest rates.
Maxfield:Yeah,that's exactly right.I know a lot of people don't like Obamacare,but it's the same principle thatObamacare was going for with the exchanges. Ifyou put all this information in a simple format,where you can compare all the differentcompanies that are offering these products,that will make those products more competitive, which means it will lower theprice for consumers. But if yougo against that transparency,you're going to get wider margins. That's good for investorsand bad for consumers.
Lapera:Right. AndI want to point out, thisclarification of what's going on with the mortgages,that wasn't the banks just saying, "You know what we should do?" No. This was the federal government saying, "No, you have to do this." Because the banks,like I said, they're interested in keeping their investors happy andkeeping themselves runningand making more money.
Maxfield:That's right. When banks talk about this, they talk about how banking mortgages have beencommoditized.They mean that as a negative thing. Butfrom the consumer'sperspective, commoditization of mortgages a good thing,because that means that the bank isn't earning a lot of profit out of that.
Lapera:Yeah. Another thing that'sgood for investorsand good for a bank's profitability is cross-selling products. Not as great for consumers.(laughs) Theobvious example is Wells Fargobeing pushed into creating fraudulent accounts. But it's also not great for consumers for another reason, which is that sometimes, consumers,if they're not very well educated, end up withaccounts that they don't need,which can end up causing themto have to pay a lot in fees.
Maxfield:Yeah,and you're just harassed anytime you interact with your bank.Wells Fargo customers,when you read abouttheir experiences with Wells Fargo that have come out, they couldn't go into a bank without being cross-sold another product. When you're just going into cash a check,you just want to cash a check. You know what I mean? You don't want to sign up for,like a point you made earlier, a mortgageat the same time.
Lapera:Yeah. And then, the third thing thatinvestors appreciate about banks is that some banks make itpretty hard to switch, which meansyou're way less likelyto move your money out of the bank. That means they're going to have your moneyto make loans with or do whatever it is they're doing with your money. Good for investors,bad for consumers, because if switching costs are high, therates are a lot less competitive between banks.
Maxfield:Yeah. It's good that the switching costs came right after cross-selling,those two are intimately intertwined. If you go to, let's say, Bank of America,and you have a brokerage account, an IRA, achecking account, a savings account, credit card with them,maybe you get your mortgage with them, and your car loan. Let's say you get those sevendifferent products with them. Then, they do something, maybe some back-handed thing where theycharge you too much for something,or do something that wasn't approved, what are you going to do? How long will that take,to switch all of those accounts? And then,to add to the complexity of that,let's say your paycheck,every couple weeks, is directly depositedinto your account. And then, let's sayyou automatically pay things out of your account, so you would have to detach those things. So, theswitching costs make it really hard for you to vote with your feet,if you will, if you're being mistreated by a particular bank. Andon top of that, here's the great irony with the switching costs, Gaby,let's say you do want to switch toWells Fargo --you still need a big bank, because, likewe were talking about before the show, maybe you travel a lotor something like that, so you want branches all over, a large ATM network. Who are you going to go to?Bank of America? With the things they've doneover the past couple of decades? OrJPMorgan Chase, or Citigroup? They're all in the same boat in this regard.
Gaby Lapera has no position in any stocks mentioned. John Maxfield owns shares of Bank of America and Wells Fargo. The Motley Fool owns shares of and recommends Wells Fargo. The Motley Fool has the following options: short October 2016 $50 calls on Wells Fargo. The Motley Fool recommends Bank of America. Try any of our Foolish newsletter services free for 30 days. We Fools may not all hold the same opinions, but we all believe that considering a diverse range of insights makes us better investors. The Motley Fool has a disclosure policy.