現行的金融消費者保護法的法律制度運行下，可能導致管理系統產生漏洞或是缺失，進而使得金融消費惡客更容易引發問題，或是將問題擴大。本研究試圖以個案所發生過的金融消費惡客案例，探討在個案機構的制度設計下案例發生的因果關係，並從因果關係、個案機構現行制度、對應策略三者整合探討，發掘法規制度可以改善之處。研究方法採用深入訪談法，選擇個案第一線面對客訴案件處理的人員與部門主管進行訪談資料蒐集，以便於獲得金融業所面臨的惡客挑戰，訪談人員共計5人。研究發現，濫訴是最常見的金融惡客類型，而且容易造成資源被極少數的金融惡客大量濫用。金融機構的管理階層只能消極處理金融惡客問題，雖然本身個案機構中也存在著一些管理流程上可以優化的層面，但多數規則立下時也是因為配合主管機關增進消費者權益保護而設置，最終導致少數惡客進行濫訴時，立意良善的管理規則，變成限制服務人員維護正常秩序的難處。故，現行的制度下，金融惡客的議題勢必是無法解決，必須還要將該議題與具有立法權限的機構以及具有行政權限的最高政府機構相聯結，該議題才有可能從根本上解決。;Under the Current legal system of the Financial Consumer Protection Law, there may be loopholes or deficiencies in the management system, which in turn makes it easier for bad financial consumers to cause problems or expand problems. The study attempted to explore the causality of the case under the institutional design of the case agency based on the financial consumption bad customer cases that had occurred in individual cases. And from the perspective of causality, the current system of the case agency, the corresponding strategy then explored the areas where laws and regulations can be improved. The studying method adopted the in-depth interview method, and selected the front-line personnel who deal with the customer complaint case and the department supervisor to collect the interview data in order to obtain the challenges faced by the bad customers in the financial industry. There are a total of 5 interviewers. The study found that abuse was the most common type of financial bad actors, and it was easy to cause a large number of resources to be abused by a very small number of financial bad actors. The management of financial institutions can only deal with the problem of financial bad actors passively, although there were some aspects that can be optimized in the management process in their own case institutions. When most of the rules were established, they were also set up to cooperate with the competent authorities to enhance the protection of consumers’ rights and interests. Ultimately, when a small number of bad customers made indiscriminate lawsuits, the well-intentioned management rules became a difficulty for service personnel to maintain normal order. Therefore, under the current system, the issue of financial villains was bound to be unsolvable, and it was only possible to fundamentally resolve the issue by linking the issue with an agency with legislative authority and the highest government agency with executive authority.
