Mr. John O'Connell:

I am sure the banks have carried out analyses because I have had discussions where they have outlined their beliefs. Some claims are more difficult to take seriously than others. One bank suggested its response times were in the seconds, yet as part of that very call, I made another call and it took two and a half minutes to get past the stage of pressing buttons for various options. It took two and a half minutes before the call began ringing, so I do not how the bank could claim to answer calls within 58 seconds.