Dear Claudienne,

On June 29, 2023, my account at the Ocho Rios branch of National Commercial Bank (NCB) was compromised. I went to a supermarket on June 29, 2023, to purchase some items and on cashing out using my debit card, my card was declined.

I then tried to log onto my online account but was not able to gain access. I went home and contacted the bank, and after my account password was reset, I was able to gain access. To my surprise, it was noted that a loan of over $1.2 million that I had not authorised had been taken on my account. The money was transferred to various individuals who I am not affiliated with.

On June 29, 2023 I called the bank and reported the fraud. I was instructed to go to the Ocho Rios Branch to have my card, email address, password and username replaced. I went to the Ocho Rios branch the following day and made a report and the customer care representative who took my information said that she would give me a call. However, she never called me. She also said that it would take 10 to 14 days to resolve the matter. After 14 days had passed, I called the NCB customer care line, and was advised that the issue had not been resolved. I called practically every other day and eventually spoke to the supervisor. He told me that he would personally investigate the matter and call me back within the next 24 hours. However, up to today, August 13, 2023, two months later, no one from NCB has called and updated me on the matter.

I have insurance policies on standing order that should be paid on a specific date of each month and it is very frustrating for me to have to find alternatives. I also have my college tuition fees to pay to be able to sit my exams, and I need to buy back-to-school items for my child.

It is very frustrating as I am getting nowhere with NCB and don’t know when my money will be refunded.

I need your help.

AW

Dear AW,

Tell Claudienne has been in communication with NCB and notes that there has been a resolution to the matter.

You have informed Tell Claudienne as follows:

“On Tuesday, August 29, 2023, at 12:26 pm Customer Care Agent A M called me stating that my account has been reimbursed.”

NCB has advised the column that the bank’s policy does not allow disclosure details.

“We prioritise the protection of customer data and privacy. Therefore, in accordance with our data privacy policy and relevant regulations, we regret that we cannot share further details about the specific issue or resolution process.

“We appreciate your understanding and your commitment to helping address customer concerns,” NCB stated.

We wish you all the best.

Have a problem with a store, utility company? Telephone 876-936-9346 or Cell # 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.