Only
about 11 percent of eligible borrowers filled out complaints, a low response rate both consumer advocates and the Government
Accountability Office attributed to borrower
confusion and poor outreach by regulators and the banks.
A lack of
accountability,
confusion about which performance indicators matter, tolerance of «special anomalies» who behave in contradiction to your espoused values, entrenched attitudes, missed opportunities and not to mention plain old bad habits are just a few.