Business

Credit card cancelled in error, but NCB apologises, reimburses fees

Tell Claudienne

With Claudienne Edwards

Sunday, February 02, 2014    

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Dear Claudienne

I have been a National Commercial Bank (NCB) Visa Classic Credit Card holder for the past five years and have always paid my balance in full before the due date.

Two weeks ago, I was shocked to discover (while doing a transaction) that my card was cancelled resulting in my paying school late fees of over $10,000.

When I inquired as to the reason for my card being cancelled without my written instructions, I was told that it was cancelled in error.

When a replacement (new) card was issued, it came with a new joining fee (annual payment) of $3,000 dollars, payable in January 2014. The previous card had an annual fee payable every September (last paid September 2013)

This "accidental cancelling" has therefore now left me with payments of $13,000 (school late fees and a new annual credit card fee).

It is absolutely disgusting what has happened to me and I shudder to think of the plight of other (less aware) NCB customers.

I spoke to the manager of the Card Centre on Oxford Road and explained the situation but could only get a "we're sorry" from him.

I am so distressed and

fed up.

I would love if you could look into my case as I have no other option but you.

CS

Dear CS

We have been in communication with NCB and note that there has been an amicable settlement to your complaint. You have informed us that they have apologised for the error and have reimbursed the $10,000 school fees directly to your account. We note that the bank has also rescinded the $3,000 annual credit card charge made in January to your account.

Tell Claudienne has received the following statement from the NCB Manager, Group Corporate Communications

"Thank you for taking the time to bring the foregoing matter to our attention. The matter reported has been fully resolved and we have been in contact with a follow-up meeting scheduled with our customer. Unfortunately at the onset some details of the issue were not obtained and we were not in a position to act. All considerations have now been satisfied.

Complaints management is a key part of our service excellence drive and we do have a formal complaint management system (CMS) and process in place. Allow me to share with you the key process we have recently invested in as we aim to ensure optimal service experience; note also my reason for doing this is to ask that through your medium customers and the public are made aware that we are working to amicably and quickly attend to all feedback under a robust system.

In the complaint management process all complaints received, whether via telephone, social media, email or snail mail is logged in CMS. The customer is then provided with a unique number as a reference. This number communicates to the customer that the issues have been logged and action will be taken. Based on the nature of the complaint, it is assigned to a specific unit for resolution. Additionally, an independent officer from the complaint management team follows up actively for completion. At each stage of the complaint, the customer is kept abreast , whether via telephone or

SMS messages.

We continue to attend to all issues relating to our customers' experience and again thank you for your support in this regard."

Good luck.

Good Day,

My mother purchased a chest of drawers from a woodwork company downtown. The final payment was made on this item on May 6, 2013. The total cost was $35,000.

Some time after she got the furniture, my mother and I determined that insects were eating it. My mother has made numerous calls to the store owner to come and look at said furniture, but up to now he has not done so.

It is my view that the furniture needs to be returned and her money refunded as the furniture is being eaten daily and is not going to serve for any period of time.

Kindly let me know what can be done. I had made contact with the Fair Trading Commission, but I am not sure what they are doing. I really need this to be sorted out before the insects eat other items of furniture that are in the household.

LG

Dear LG

Tell Claudienne spoke to the proprietor of the woodwork company and he promised to visit your mother's house and view the damage done by the termites to the chest of drawers.

Your mother told us that he viewed the damage done by the insects on Sunday, January 19. She said that he sprayed the furniture with a poison that he said would destroy the termites. She said that he promised to replace the chest of drawers if the poison did not eliminate the insects.

We also contacted the Consumer Affairs Commission (CAC). The CAC said that the discovery of the termites in the item of furniture was a breach of the Consumer Protection Act. Under the Act you are entitled to what you pay for. So where an item is discovered to be defective or different from what the business has described, you are within your rights to return the goods and demand a refund, the CAC said. You also have the right to accept an offer of compensation to the value of the goods or an amount agreed on between both of the parties signing the contract, the CAC said.

We urge you to pursue this matter.

Good luck.

Have a problem with a store, utility, a company: telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: edwardsc@jamaicaobserver.com. Please include a contact phone number.

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