Dear Claudienne,

I am a senior citizen and a Jamaican and I have lived in the United Kingdom for many years. Please assist me with a problem with my bank accounts in Jamaica at the Jamaica National Bank (JN Bank).

JN Bank claims that I withdrew £100 on the September 21, 2023 at 08:57 hrs. I would like you to ask them to show you a receipt signed by me for £100 equivalent to J$17,950. This they should not be able to do because I didn’t withdraw any money on this date.

I also did not withdraw J$13,000 that the bank claims I signed for and withdrew from one of the accounts. I did not receive this money. I did not look at what I was signing as I thought I was signing for the new bank book. Furthermore, I would have needed my bank card to swipe in order to get this money. I did not give the teller my card to swipe for any withdrawal.

On March 8, 2024, I was accompanied by a police officer to the bank. The bank agent showed us a video for the September 19, 2023 and not the September 21, 2023. After which I was given two copies of the withdrawals, one with the amount equivalent to the £100 and for the J$13,000 with my signature, I recognised the signature for thirteen thousand dollars but not for the £100 equivalent to Jamaican dollars. My passport number was also on the receipts and I know that I did not have my passport on the September 21, 2023 because I just went to get a new book and that was all.

The video shown to me and my daughter previously was totally different from the one shown to me and the police. Thanks for assisting me and I am looking forward to hearing from you soon.

JP

Dear JP,

Tell Claudienne contacted the member ombudsman at the JN Bank Group Limited in regard to your concerns. You informed the column that the member ombudsman sent you the following e-mail:

“Dear Mr JP,

It is our hope you and your family fared well during the passing of the recent hurricane. We write in reference to a complaint received from Claudienne Edwards, columnist at the
Jamaica Observer, regarding your dissatisfaction with the resolution of two transaction disputes which were investigated and closed by JN Bank.

As we understand it, you are concerned about inconsistencies in the video shown and the signature on the receipt. You also indicated that you did not receive the funds.

Following your report, we conducted a review of the matter, and share our findings below:

Our investigation revealed that on September 21, 2023 you visited our Old Harbour branch. During the visit, video footage confirms that you purchased a passbook and conducted two withdrawals, 100 GBP converted to $17,955 JMD from your GBP account and $13,000 JMD from your Jamaican account. In both instances the teller was seen on camera counting the cash in front of you. The video also confirmed that the cash was handed to you and accepted by you on both occasions.

Our teams met with you twice to review the footage of September 21. Both meetings were attended by our representatives, yourself and third parties to include your daughter in one instance, and a police officer in the next. During the meetings, our team reviewed the footage and transaction receipts with you and addressed the queries raised.

Regrettably, despite our efforts, we have been unable to arrive at a resolution you deem acceptable. We wish to advise that our investigation has unearthed no evidence of fraud or discrepancies in the transactions being disputed. We are satisfied that we have thoroughly reviewed the matter and exhausted all reasonable avenues to address your concerns.

We therefore consider this matter closed and will pursue no further investigations into this case.

We remain committed to providing delight in each interaction with our members and thank you for taking the time to share your concerns and giving us an opportunity to review and address them.”

We wish you all the best.

Have a problem with a store, utility, a company? Telephone 876-936-9436 or Cell/WhatsApp 876-484-1349 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.