Customer Service Watchdog

02/09/2021

Why is the experience with some banks so horrible?

Got to NCB Jamaica Boulevard Super Centre at 9:30am. Left there at 3:14PM - 5 hours and 44 minutes in total.

Why NCB why????

This was my experience NCB. Just so you know how harrowing it was:

1) Stood in the line outside in the mall for 3 hours and 30 minutes before I got to go into the area with the ABMs.
Of course I was vex long before that because at the 2 hour mark I started to get muscle contractions. 1 hour later and I had a pounding headache.

2) Allowed into the section with ABMs and stood there another 30 minutes.

Contemplated leaving because I was hungry, faint, and wanted to go to the restroom. Decided to stay because I couldn't afford to go through it all over again another day.

3) Ushered into the banking hall where I sat for...you guessed it...another 20 minutes i.e. a total of 4 hours and 20 minutes at this point.

4) Got to see the agent. That took 14 minutes. About to do the sigh of relief when she informed me I now had to head out to the Customer Care phone to complete the transaction

Wickedness NCB wickednesssss!!!!!

5) At the Customer Care phone for 40 minutes between the long waits, the guh roun and come roun and drop calls...

6) Finally spoke to Shantal. Wow what a relief!!! Super pleasant, knowledgeable and quick to get things done.

Anyway, by then I was so pi**ed and the place started to spin..not even Shantal could make me feel better about you NCB Jamaica.

26/02/2021

Do you know that when you have issues with a bank, you can call on the Jamaica Bankers Association for assistance?

On Dec 18, 2020, my mother, who is a retiree, purchased groceries at a popular supermarket in Kingston. When she got to the cashier and ran her JN multilink card, the cashier got an error message. The cashier then took her to the Customer Service counter where she was able to successfully run her card.

When she checked her bank account online a week later, she noticed that her account was debited twice. She contacted the supermarket. She was told that the problem was with the NCB (NCB) point of sale machine, the bank was fully aware of it but contact had to be made with her bank.

When she called her bank (JN) she was told that NCB would be contacted but based on their protocols nothing could be done until NCB chose to release the funds. Unfortunately, the money has yet to be released, even though the supermarket had already verified with the banks that my mother was charged twice.

My mother was out of pocket for more than two months because NCB and JN wouldn't return her money. Every time she called or emailed NCB and JN my mother got the run around. So on Feb 10, 2021 she called the Jamaica Bankers Association. They told her to email the details. The following day, less than 24 hours later, the money was returned to her account.

Unfortunately not many persons would know that this is an option for recourse. Nevertheless, let's take advantage of it if we need to.

The JBA is ramping up its advocacy for sound financial practices through the recent launch of its public education campaign.

13/02/2021

"I personally find poor customer service to be the biggest problem facing Jamaica....not crime..." (PhilT McNasty)

PhilT we believe crime is a much bigger issue but we understand your sentiment. We don't have a customer service culture in Jamaica. Companies haven't been held accountable over the years. So they do as they please because we're just wallets not humans. It's time we demand a change - the more they hear our voices, the more changes they'll make.

Recently, I accepted an invitation for a mani/pedi day with one of my friends. Unfortunately, what was intended to be a nice afternoon of pampering became a rushed, unpleasant and eventually hostile experience that regrettably occurs too often in...

13/02/2021

Great move TAJ!

Tax Administration Jamaica (TAJ) has made operational changes that come Monday, February 1, 2021, will allow persons renewing their driver’s licence, to be able to pick u

13/02/2021

Good customer service is priceless. Yet, so lacking in some industries. When was the last time you experienced good customer service?

13/02/2021

13/02/2021

Hello welcome to Customer Service Watchdog. We're a research consultancy that monitors customer service throughout Jamaica and the Caribbean using research tools such as surveys and focus groups. We want to change the customer service culture throughout the Caribbean and look forward to getting feedback from customers across a variety of industries e.g. banking, fast food, dine-in, supermarkets, pharmacies, government agencies, utilities, to name a few.