Dear Claudienne,

At an NCB ABM machine at Ebenezer Pharmacy, Port Henderson Road, Greater Portmore, on November 3, 2023, I used my Jamaica National (JN) bank card to make a JPS light bill payment of $31,828.85 to Paymaster. Although the NCB machine signalled that the transaction failed, money was debited from my account and I received a Paymaster confirmation email.

However, when I contacted Paymaster they said that they did not receive the $31,828.85 light bill payment. Paymaster advised me to file a complaint with my bank (JN), and I did. I contacted JN about my light bill payment problem on November 3, 2023 and was given the case number -00053063.

On my second contact with JN on November 23, 2023 I was told that the case had been forwarded to a third party and they were waiting for a response. On December 4, 2023 I went into the JN bank personally and was told that I would get a response and that my account would be credited with the sum on December 9, 2023. On December 13 I called JN bank to find out what was going on and concluded that I was getting the run around.

To this day (December 23, 2023) the bank has still not responded to my request for a refund of my $31,828.85.

Please help.

LF

Dear LF,

Tell Claudienne contacted JN Bank on the matter and received the following email from the head of customer experience and service recovery at JN bank on January 5.

“We are happy to inform that the member’s issue has been fully resolved. He was kept abreast of all developments throughout the investigation and was refunded the full amount of his expenditure this week.

“We’re grateful for the understanding and patience he exercised during the process and have expressed to him our regret for any inconvenience he faced while we awaited the necessary input of other parties to resolve his issue in a timely manner.”

We wish you all the best.

Have a problem with a store, utility company? Telephone 936-9346 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.