通过最近几年不断努力,我国商业银行消费者权益保护工作取得了一定进展,但还存在侵害消费者知情权、自主选择权、公平交易权和安全权等合法权益的行为,引发消费者大量投诉,给商业银行的声誉和资产造成了损失。本文运分析了商业银行未履行消费者权益保护的行为表现,进一步阐述了引起监管处罚、媒体曝光及法律诉讼等导致的严重后果,进而从商业银行的角度提出完善消费者权益保护的建议。 Through continuous efforts in recent years, some progress has been made in the protection of consumers’ rights and interests in commercial banks in our country. However, there are still acts that infringe on the legitimate rights and interests of consumers, such as the right to information, autonomy, fair trade and security, causing a large number of consumer complaints , Causing a loss to the reputation and assets of commercial banks. This paper analyzes the behavior of commercial banks that failed to fulfill the protection of consumers ’rights and interests and further elaborates the serious consequences caused by regulatory punishment, media exposure and legal proceedings, and then puts forward suggestions on how to perfect the protection of consumers’ rights and interests from the perspective of commercial banks.