August 12, 2025
84% of Consumers Would Leave Banks Connected to Financial Crime
Most U.S. banking customers won’t give second chances to institutions linked with illicit activity. The 2025 U.S. Banking & Fintech Trust Report from ThetaRay reveals that 84% would switch providers if their bank were tied to financial crime, and 87% would warn family and friends to avoid it.
The warning comes amid a surge in high-tech financial threats. According to another report, 580 deepfake-related fraud cases took place in the first half of 2025 alone, causing $410 million in losses. Since 2019, such scams have drained $897 million, showing how quickly emerging risks can erode consumer trust.
The survey of more than 750 active customers, spanning traditional banks, fintechs, and those using both, found that while 93% hold positive or neutral views of their current providers, trust can unravel quickly. A single incident can trigger customer departures, regulatory action, and years of reputational repair.
Peter Reynolds, CEO at ThetaRay, said: “Financial institutions can’t afford to choose between customer experience and compliance; both are non-negotiable. Today, the strength of your financial crime defences is part of your brand. Institutions that lead with intelligent, AI-driven compliance aren’t just mitigating risk. They’re earning customer trust, enabling faster transactions, and ensuring confident growth.”
Exactly 74% of respondents said they would consider changing providers if anti-money laundering (AML) measures, such as payment delays or additional checks, disrupted their experience. According to Datos Insights, legacy AML systems can produce false positives at rates of 90–95%, overwhelming compliance teams and frustrating legitimate customers.
The findings point to a growing need for banks and fintechs to deploy AI-driven compliance tools that detect crime more accurately while keeping service smooth.
