No shortage of money to invest to improve customer relations:
https://letstalkpayments.com/bofa-has-3-billion-to-pour-into-innovation-as-banks-are-swarming-around-fintech-startups/
The business ranking achievement for 2017:
http://247wallst.com/special-report/2017/01/10/americas-most-hated-companies-4/2/