Chinese woman dies outside bank after being told to make in person withdrawal, sparks outrage

The news of a 62-year-old woman’s death outside a bank in Zhuzhou, Hunan province, has ignited a fiirestorm of public outrage. The incident, which unfolded on May 14, reveals a troubling lapse in both compassion and procedural flexibility at the Agricultural Bank of China. Peng, who had been suffering from diabetes and recovering from a recent leg fracture, was brought to the bank by her family to withdraw funds for medical expenses. However, what followed was a series of missteps that turned tragic.

Initially, Peng’s daughter attempted to make the transaction on her mother’s behalf but was hindered by repeated issues with entering the password correctly. Despite informing the bank clerk of Peng’s frailty, the clerk insisted that the transaction could only be processed if the elderly woman were present to verify her identity.

This stipulation, in itself, speaks to a rigid, dehumanizing approach to banking, one that clearly disregards the unique needs of vulnerable clients.

With no option but to bring her mother in person, Peng’s daughter, accompanied by her husband, wheeled the elderly woman into the branch. Yet, despite the woman’s poor health and inability to engage with the face recognition system required by the bank for security purposes—she was still required to complete the process herself.

The staff, it seems, refused to budge, offering only the suggestion that the family take Peng home. The family declined, hoping to resolve the matter once and for all.

What followed was equally tragic: After an hour of unsuccessful attempts, Peng was taken outside for fresh air, where she collapsed and passed away. The official cause of death, as reported by local police, was a “sudden outbreak of illness.”

The event has sparked online fury, with many accusing the bank of callousness. Why, some ask, did the bank not exercise discretion given Peng’s condition? Why, they wonder, did the bank fail to release surveillance footage, opting instead to settle with the family by offering 100,000 yuan in “consolation money”? T

he situation has raised larger questions about how institutions treat their most vulnerable customers, especially in the face of rigid policies.

As for the bank, it has agreed to cover Peng’s funeral expenses and compensate the family. However, the question remains: Is this simply an attempt to placate the situation, or is it an acknowledgment of guilt? And if so, what message does this send to other institutions in China about the treatment of elderly and vulnerable customers?