Dear Editor,

In recent times there has been an increase in the number of people on social media accusing banks in Jamaica of misconduct.

Many people find it easier to post their grievances online, assuming it will amplify their concerns and expedite solutions; however, this approach often replaces practical steps, like visiting the branch or utilising official complaints channels.

Even when customers do visit the branch, patience is often lacking, and frustration sometimes leads to public outbursts based on the assumption that the bank is acting maliciously.

I have personally experienced issues with the bank on three occasions, including cash deposits not reflecting and a merchant double charging my credit card. Just last Monday I encountered a problem and decided to use the bank’s online complaint portal to report it. Within three working days I received a message from NCB confirming that the matter had been successfully resolved.

Jamaicans need to adopt a more measured approach when issues arise with banks. Problems are inevitable, as no system is perfect, but the way these issues are handled matters. Following the established procedures often leads to timely resolutions.

Admittedly, the elderly and those without access to or familiarity with digital systems may face challenges; however, they are typically accommodated when they visit branches in person.

The key takeaway is that we need to trust the process — it works.

Mikhail A Graham

mikhailgraham@yahoo.com