Sagicor refunds money taken in ATM fraud

Tell Claudienne

Claudienne Edwards

Sunday, January 20, 2019

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Dear Claudienne,

I was targeted by the increasingly common ATM fraud/theft twice in the past few months. The first pair of withdrawals occurred on June 6, 2018, and totalled $24,000 excluding the withdrawal fees. I noticed the charges on June 8, 2018 and immediately contacted Sagicor to inquire about my options. I was told that I needed to head to my nearest police station to receive a report, which I was then to take to a convenient banking location.

I immediately reported the crime to the Duhaney Park Police Station, and followed up by bringing the slip of paper I received to the Tropical Plaza branch of the Sagicor Bank. Once that was complete, I received a new debit card and went home to await an update.

After my claim was filed I messaged the following information to Sagicor through the e-bank concise messaging system:

“I was informed that the money was withdrawn at the NCB branch in Half Way Tree, a branch that I personally have never used. I was told that Sagicor would request an image of the thief and that I would receive an update promptly. They also replaced my debit card to avoid further theft. That was two months ago. All the other victims of this ATM scam at the Scotiabank ATM at the corner of Washington Boulevard and Molynes Road have had their insured funds returned to them. I, however, still await an update from Sagicor Jamaica. I again returned to your e-bank messaging system on the 9th, 16th, and 23rd of July to request an update on the progress of my claim. On each occasion the same customer care representative promised that the security team would be in touch. However, I have not been contacted.

I need to get an update on my June 2018 banking fraud experience.”

A month after I filed the claim, I returned to the Sagicor customer service to find out what progress had been made on my claim. After waiting a few days, I pressed them for an update. This time the response was prompt. I was asked to provide additional information, which I did.

On August 13, 2018, the ball started rolling, or so I thought. I received an e-mail from the Escalation Team proclaiming that my claim had been passed on. Two days later, I received an e-mail instructing me to visit the Sagicor Tropical Plaza branch and view photographs of the criminals.

Today is December 21, 2018 and I have up to now not received an official update on my June 8, 2018 claim.

I am officially fed up, and am tired of being patient.

I would appreciate your help in this matter.


Dear JS

Tell Claudienne has been in communication with Sagicor and notes that they have contacted you and refunded the $24,000.

We wish you all the best.

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