Stolen ATM card, withdrawals and 8 photos, but sorry... no refund

Tell Claudienne

With Claudienne Edwards

Sunday, March 30, 2014    

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Dear Claudienne

I live in Spanish Town and I have an account at the Jamaica National Building Society's Half Way Tree branch.

At the company where I work, my monthly salary is $118,000 and it is lodged to this JN account.

In October, my ATM card was stolen from my car along with some other items. I immediately reported the theft of the card to a JN customer representative. At the same time or shortly after I spoke to the customer service officer, I tried to withdraw some of my pay from the account only to discover that all of it had already been withdrawn.

I am the only person who knew the personal identification number (PIN) of the stolen card.

I was sent to another JN representative and he instructed me to pay $2,000 for JN to do a security check and obtain pictures of the person(s) who withdrew my pay from the account.

I learnt that the withdrawals began within an hour of the salary being lodged to my account. The maximum daily withdrawal allowed by JN is $50,000 and on the first day there were four $10,000 withdrawals totalling $40,000 from my account. On the second day there were five $10,000 withdrawals totalling $50,000, and on the third day there were two $10,000 withdrawals and the remaining $8,000 was also withdrawn from the account. I gather that the first withdrawal was made from an RBC Multilink ATM machine in Portmore.

JN showed me one picture of a person making a withdrawal from their machine in Spanish Town. From October I asked them for the picture of the person making the first withdrawal from the RBC machine in Portmore, and they promised to get back to me in three weeks. However, up to now (December 2013) I have not heard from them. Every time I check with JN they tell me that they are investigating

the matter.

I am requesting your help as I would like to see the pictures of each of the person(s) making the withdrawals from my account.


Dear OJ

We communicated with JNBS and note that their security officer met with you on December 19, 2013.

On February 14 JNBS sent Tell Claudienne a copy of their letter sent to you.

The JNBS stated in the letter that:

* "The card was last seen by you on October 24, 2013; however, you discovered that the card was missing on October 29, 2013.

* A report was first made to JNBS on October 31, 2013.

* You made a report to the police on January 12, 2014."

In that letter to you the JNBS also stated the following:

"Based on the remedies applied by the Society concerning your complaint, all our obligations have been met to date, notwithstanding, the pictures from the RBC ATM are still outstanding, as we are still awaiting a response from RBC. The following responses were made by us:

*The card was cancelled upon receipt of your report that it was stolen and a new card issued.

*Your request for an investigation to be carried out on the withdrawals, of which you had no knowledge, was undertaken and you were invited into our offices to discuss and review information garnered.

*Pictures of the person making the withdrawals were made available to you from three of the seven locations.

*Our officer encouraged you to make an official report to the police upon your first visit on December 19, 2013.

*A conclusion of our investigation was discussed with you.

We truly regret your loss and the inconvenience caused as a result of this unfortunate situation. It is our hope that the police, with your assistance, will be able to apprehend the perpetrator and the funds recovered.

The society stands ready to provide all the evidence we have in our possession to assist in this process."

Since, the JNBS security said that they had seen pictures of the persons making the withdrawals from only three of the seven locations from which the fraudulent withdrawals were made, we asked JNBS to clarify why they stated that the investigations had been completed before all the evidence was available.

JNBS then stated the following:

"In clarifying paragraph three of our letter of February 14 to OJ, the Society has met its obligations by way of:

* Cancelling the member's card as soon as it was reported stolen and a new card issued.

*Making available pictures of the person using the card at three major ATMs that we were able to access.

*Requesting pictures from the other Multilink ATMs to aid in the police investigations. We are still awaiting these.

*Encouraging the member to make a formal report to the police.

*Meeting with the member to discuss our findings.

Please note that while we are yet to receive the pictures from RBC and NCB, this will not prevent the matter being investigated by the police as there is no guarantee that those photos will be received.

The Society cannot accept liability for the amount of $118,000.00, which was allegedly illegally withdrawn from OJ's account."

After receiving the clarification, Tell Claudienne continued to follow up the matter. We note that at a meeting with the JNBS management on Friday, March 21 you were shown the eight pictures taken when the (eight) withdrawals were done. You have told us that the same man did the eight withdrawals from your account.

You have admitted to us that you cannot pinpoint when the card was stolen, but needed to see all the pictures to glean whether the withdrawals were made by one or several persons.

We appreciate that you now understand more clearly why you need to secure your ATM card more carefully in the future.

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: Please include a contact phone number.





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