Not as much stupid as opportunistic and complacent/lazy... Why would a financial institution invest on something that would bring smaller profit margins than ke

Not as much stupid as opportunistic and complacent/lazy... Why would a financial institution invest on something that would bring smaller profit margins than keeping everything as is ? Making money has a much higher priority than providing optimal customer service and as such until competition forces said institutions to adapt they have no incentive to change to a less profitable model...