I used to work for Wells, what that article doesn't go into is managements role in that happening. They created a culture where people pretty much had to do shady stuff to even stay there. I actually jumped banks for the sole purpose of thier sales goals and how ridiculously high they were.
You show up on a Friday morning and get told you have to have 2 approved credit cards by the end of the day knowing if you don't they're gonna make your life a living hell. It's not right, but I understood what people were doing. Wells removed the human part out of what they were doing and everything became a goal or a number. Employees in return started treated people that way.
When your bank makes your employees refer to the branches as a "store" (i.e.; "hey which store do you work at?") that tells you a lot about what they were trying to accomplish against thier clients or as they called them "customers". Target don't even call the people who shop there "customers"