Dear Claudienne,

I write on behalf of my 86-year-old father who has an account at the Spanish Town branch of the National Commercial Bank (NCB). He is a debit card holder and is acustomed to using his card at the Spanish Town in-branch ATM. After inserting his card in the machine he entered his PIN, then requested the assistance of the security officer on duty inside the bank with the dollar figure. After entering the amount, the security officer gave him the money and told him that the card was stuck in the machine and that he would have to retrieve it from the back of the machine. The security officer went around the back and gave my father a card.

My father went back to the bank the following month and again he requested assistance, but the transaction failed. He then went to a teller for assistance and the withdrawal transaction was done through the teller.

In February 2026 he went back to do another withdrawal and it was then he was told that the card was not his card. He was told by a bank representative to report the matter to the Spanish Town Police who then directed him to the Central Police Station, Fraud Squad, in Kingston. Approximately a week after reporting the matter in Kingston he received a telephone call from the police that they had caught the individual using his card.

Investigations revealed that a total of $371,462.82 was removed from his account without his knowledge. My father wishes to thank the police for the swift action and the bank for their cooperation with the police. He is aware that the case is ongoing and in addition, the police office told him that they will contact him if needed. However, as it relates to the bank he is left in the darkness and without money. We are unsure of the way forward as the bank is not providing us with any information. Therefore, we seek your intervention.

KB

Dear KB,

Tell Claudienne has been in communication with NCB and they sent the following response.

“Thank you for reaching out about Mr Brown’s matter. The case is active and is now in the courts awaiting resolution. We are therefore not in a situation to comment on the matter. We wish to remind our customers that NCB will never send a link via email or SMS asking you to log in or verify your account. And your banking details — your username, password, PIN, token codes or one-time passcodes — should never be shared with anyone.” NCB has told Tell Claudienne that they have tried to contact you but do not have your current telephone number. We wish you all the best.

Have a problem with a store, utility, or 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.