Online banking error via NCB

TELL Claudienne

Sunday, August 13, 2017

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Dear Claudienne,

I have an issue with National Commercial Bank (NCB).

On October 25, 2016, I did an online bill payment of $10,000 to National Housing Trust (NHT) via NCB. But instead of putting in the NHT bank account number, I mistakenly put in my National Insurance Scheme (NIS) number which is not a valid bank account number.

The transaction went through successfully and I was given a reference number. In January 2017 I received a statement from NHT and noticed that the $10,000 was never credited to the account.

In February 2017, I made contact with NCB and informed them of the error I had made in the course of the online bill payment transaction on October 25, 2016. However, all I've been getting is the runaround. Each time I called I was told that they have noted the error I made while doing the transaction, and would credit my account with the $10,000 within 10-15 days.

I waited for a while, and when the money was not credited to my account I called again. I was then told that they would have to do more investigations. After a few days when the sum was still not credited to my account, I called the bank again. Since February, NCB has made several promises to credit the money to my account, but those promises have not been fulfilled.

If the $10,000 had been deposited to a personal or business account other than my own, I would have accepted the loss, because I would have entered a valid bank account number by mistake.

However, the NIS number is not a valid bank account number. The transaction should therefore not have gone through, and I should have been notified that the account number was invalid.

I would appreciate your help in recovering this money.


Dear DB,

Tell Claudienne has been in communication with NCB, and we have been advised that they have contacted you and resolved the problem.

We also note your email to Tell Claudienne after the resolution of the problem. Your e-mail reads as follows:

This is just a follow-up in reference to my e-mail dated July 24, 2017.

Please keep up your good work because you are so helpful, especially to those who don't know who else to turn to for help.

I must say from the day you contacted NCB on my behalf, I have received up to three calls per day from NCB regarding this matter. This morning — Wednesday, August 2, 2017 — they contacted me and told me that the transaction will be reversed and that I will be reimbursed the full amount. It's just sad to think that I have made over 50 calls to them since February 2017, and they never called me once, nor were they willing to investigate what happened to my money until you stepped in. Thanks again.

We wish you all the best.

Dear Claudienne ,

Your column is one of the reasons I purchase the Sunday Observer, as you always find solutions to people's problems.

On February 10, 2017, a car insured by Advantage General Insurance Company crashed into my shop in the environs of Alexandria, in the hills of St Ann. My shop has been damaged extensively, including the front walls, the floor and the column holding the floor. A hole has been left in the floor.

The building is located on a slope and we are now in the hurricane season. During heavy rains, water will travel through this hole in the floor of the shop and will reach the rest of the property.

Moreover, the damaged walls will cause the shop to be totally demolished if the island experiences any adverse weather systems during the hurricane season.

Advantage General came and assessed the damage, and a sum to repair the shop was agreed on. However, I have not heard from the insurance company since the assessment was done.

Please help me to find out from the insurance company when I will get the money to repair my shop.


Dear DJ,

Advantage General Insurance Company has told Tell Claudienne that their investigator visited the location of the crash and has submitted a report. Advantage General said that you will have to submit an estimate of the damage to your shop to the Claims Department. Once you submit the estimate, your claim will be processed quickly. They gave us the reference number for the owner of the car that crashed into your shop and we have given you this information.

Please let us know when you have submitted the claim.

All the best.

Have a problem with a store, utility or company? Telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or Please include a contact phone number.




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