Dear Claudienne, At the time of sending you this email on Sunday December 1, 2019, I am having an issue with NCB. I am unable to access their online banking portal and in trying to reset my password, I have to utilise the RSA token. I recently switched devices and I downloaded the token on my new phone.

However, whenever I try to use it an error message pops up telling me to contact my administrator. I have been calling NCB’s Customer Care every day since last Sunday (November 24, 2019), and each time I call I am transferred to their ‘technical team’ who should assist me in restoring the RSA token on my new device.

My only method of making contact with the Customer Care Centre is via my cellphone, and calls to toll free numbers are charged. Each time I call, I hold the line for approximately 30 minutes without being connected to an agent, and I have to hang up as the phone bill is running. On Wednesday (November 27, 2019) morning when I called, I was informed that the ‘technical team’ starts working at 8:00 am, so the following morning I made myself available to call at 7:55 am so I would be first in queue to speak to an agent.

That too failed, as I ended up holding the line for an extended period. I called yesterday (Saturday, November 30, 2019) and requested a manager or supervisor’s intervention. The supervisor assured me that I would have received a call from an agent within one hour and everything would be rectified.

One hour has not come yet as I am still awaiting that call. I need access to the online portal as I have my bills to pay and I am greatly inconvenienced by not being able to speak to an agent whenever I call NCB. I am therefore requesting your intervention on this matter.

I hope to hear from you soon.

LB

Dear LB

Your complaint to Tell Claudienne did not contain a cell number at which NCB could contact you. When you emailed the column your cell number, we immediately informed NCB of your problem on the morning of December 3, 2019.

Within an hour of Tell Claudienne informing NCB of your problem, a supervisor at the bank informed the column that you had again called NCB that same morning and were helped with the online banking portal problems you had.

We wish you all the best.

Have a problem with a store, utility, a company?

Telephone 876- 936-9436 or cell 876-484-1349 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-421/2 Beechwood Avenue, Kingston 5; or e-mail:edwardsc@jamaicaobserver. com

Please include a contact phone number.