No banking on NCB's customer service

THE EDITOR, Sir:

This is an open letter to the manager - NCB Online Services.

I have been a National Commercial Bank (NCB) account holder, not only since the bank was started in the late 1960s, but also for 10 preceding years with Barclays, whose accounts were transferred to NCB. That's a total of some 55 years.

As a retired person, now unfortunately disabled, I have particularly benefited from the online banking facilities available in recent years.

On Monday, November 11, when attempting to access my account, my user ID was locked as a result of incorrect entries of my password on an unfamiliar computer. I reported the matter to your offices but, as I was away from the island and was calling from a telephone number not recorded with the bank, my user ID could not be unlocked until either that number was formally registered or till I returned home.

After returning home, on Monday, November 18, I duly contacted your offices and went through all the required procedures for the reinstatement of my online access. I was assured that my request to have the matter treated with urgency, since I had been without the service for one week,would be taken into consideration. My understanding is that the process is usually completed after approximately three hours, but not longer than 24 hours.

It is now MORE THAN THREE DAYS (approximately 80 hours) and I have received no call regarding the restoration of my service, despite calling after each 24-hour period and being advised that the matter would be followed up with an escalated request for attention. Up to Thursday afternoon, in response to my request to speak to a supervisor, I was "promised" that she would phone me after completing the call on which she was engaged. I am still awaiting such a call!

My frustration is all the more heightened as I have bills due to be paid on November 22!

I do not know if what I am experiencing is a common occurrence. I choose to make this letter public, as I find it quite incomprehensible if this is what I, and no doubt other members of the public, must be prepared to accept from an institution with the supposed reputation and operational experience of NCB.

JOHN MAXWELL

jmxwll@gmail.com

Kingston 6