Dear Claudienne,

I have a problem with Scotiabank. On August 4, 2025, I discovered that a total of $202,300.00 was illegally transferred from my account. I went to the branch in May Pen and reported the incident the following morning, and was provided with two case numbers, case # 024xx for the transfer of $200,000.00 and case # 0242xx for $2,300.00. I was given a new debit card, I changed my pin and e-mail address, and signed the report document. I was given the assurance that they would contact me with an update.

As I had got no update one week later, I went back to the May Pen branch of the bank. I was told that the branch had nothing to do with that type of situation and that I should call the number that is on my card (876-960-2675). When I called the number on the card I was instructed to go to the May Pen branch. The back and forth went on for a while, before I was told that this case would take up to 45 days to investigate.On receiving no update from Scotia after two months, I again called the bank and was informed that they were waiting on a response from another bank.

I next went online to my Scotia account and found banking information that I knew nothing about. I called the number on my card, presented the case numbers and explained my problem to them. I was then told that they would have a representative from the branch speak with me. That was the only call I received from Scotia.

The bank then sent me a follow-up e-mail but since then I have not been able to get into my account.

On December 23, 2025, I received the following e-mail from the May Pen Scotiabank branch.

“The branch has currently referred the matter to our support team for investigation.

As stated in our previous conversation dated December 17, 2025; the matter has to be investigated to determine if the outcome will be favourable or unfavourable.

We regret to advise that we cannot provide a clear resolution for you at this time, however we will continue to provide you with regular updates every 5 days until the matter is closed.

Thank you for your understanding.”

Scotia also said that I should contact the police about the situation.

Unsure as to what else I could do to tackle the situation, on Wednesday, January 7, 2026, I visited the May Pen branch of the other banking institution that Scotia had told me they were in communication with about my account.

The customer service representative at this other bank informed me that the situation is bank to bank. I then reported the matter to the May Pen Police Station.

I am seeking your kind assistance in this matter.

KB

Dear KB,

Tell Claudienne has been in communication with Scotia bank in regard to your concerns about your account.

You informed the column on January 29, 2026 that Scotia bank has reimbursed the $202,300.00 to your account. Your e-mail stated :

“I wish to thank you for your assistance with the issue I had with Scotiabank. I am happy to tell you that I have received a phone call and then a follow-up e-mail from the bank regarding the reimbursement of funds.”

The section of the e-mail the bank sent you in regard to the money stolen from your account stated:

“Thank you for taking the time to speak with us today.

As discussed:

(1) Our Fraud Unit has confirmed that the transfers were fraudulent. (2) The May Pen branch initiated the reimbursement process and credited your account JMD$202,300.00 today. (3) If possible, please visit the nearest branch to replace your debit card to regain access to the online platform.”

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.