Dear Editor,

As consumers, very often when we experience poor service at a company, we resolve this by taking our business elsewhere; however, this strategy, while simple, does not force large companies to make the necessary changes to improve the customer experience. As such, I am writing this letter to shed light on the consistently poor experience I have had at Scotiabank Jamaica, specifically the New Kingston branch.

As one of the largest commercial banks in Jamaica, it seems Scotiabank has no impetus to address its decline in customer service. On Scotiabank’s website, they claim to put customers at the centre of everything they do; however, this could not be further from the truth.

I have been a Scotiabank customer for more than 20 years. I now reside in the United States. In January 2020 I received an e-mail from Scotiabank advising me that I needed to have my debit card replaced due to upgrades in technology.

I immediately called customer service and I was told that I needed to complete and submit a remote replacement form. I completed and e-mailed the form, the same day. After two weeks I called to follow up, it was only at that point the supervisor checked the customer service e-mail inbox and saw my e-mail. So I cannot imagine how many other customers’ e-mails were being ignored, simply sitting there unanswered.

I was then told that I was advised incorrectly, and my request needed to be made through the New Kingston branch. In February of 2022, a representative at the New Kingston branch e-mailed me and asked me to fill out and submit numerous forms. I fulfilled all conditions as asked, and believe it or not, here in July of 2022, seven months later, I still have not received my debit card.

Scotiabank claims that the escalation process starts with contacting the branch. However, Scotiabank does not have direct lines for the branch, you must go through customer service. Most calls to customer service are routed to an outsourced call centre in the Dominican Republic. The customer service agents there have escalated my complaint at least four times. No one has bothered to respond.

Customer care agents have tried to call the branch on my behalf numerous times, to no avail. I have e-mailed the New Kingston branch manager, the branch representative, customer service, and hosts of other Scotiabank staff. I went as far as to escalate my issue to the country head via the e-mail address provided for issues unresolved at the branch level and guess what? No one has bothered to do the necessary follow-through to ensure that I can get my debit card. So, in exactly nine days, at the end of the month, I will have a bank account in which I receive monthly deposits that I will have no means of accessing as my current card will be expired.

After speaking to numerous people, it is apparent that my experience is not unique to me. It is time to call out the shameful conduct of Scotiabank Jamaica, specifically the customer irritation experience being offered at the New Kingston branch. The complete disregard for customers, customer service agents that can provide no real assistance, and the failure to address concerns.

What is Audrey Tugwell doing about the deteriorating service and reputation of Scotiabank Jamaica? Seven months and a simple debit card request cannot be completed?

Alexis Beadle

alexisbeadle@gmail.com