RGD is customer service from hell

The first time I applied for a birth certificate online, I was pleasantly surprised. The process was simple and straightforward, and my copies were in my hands in the appropriate time.

I have applied again, over the years, for a few friends and family members, and they have not had any significant problems. The last time I dealt with the Registrar General's Department (RGD) was in August 2011.

Fast-forward to April 2013. My brother is getting married overseas and would really like our mother to attend. She needed to get the new passport before applying for her visa, and to do that she needed, first, to get an updated birth certificate.

I went online, applied and paid for it on the 24th of April ($1,450, seven-day service, three copies). Then my problems started.

I received an email from the RGD, after a few days, informing me that there was an omission on my mother's original birth certificate and I needed to reapply, using a Late Entry of Name (LEN) form.

Significantly, I was informed that my previous payment was refundable and would be applied to the payment of the LEN form.

My 60-odd-year-old mother spent the better part of a month running around Jamaica, collecting school records and various other documentation, as well as visiting the RGD head office in Spanish Town, on three separate occasions, trying to submit her application. (That story could fill another letter; this one deals specifically with what happened when she went to pay to submit her application on June 18, 2013).

Even though I was informed that my earlier payment was refundable and would be used towards payment of the LEN form, my mother was forced to pay, in full, for her application ($2,950 for seven-day service).

The reason given was that the cashier window had closed for the day and she was unable to collect the refund that was to be used to help pay for her LEN.

You did not read that wrong. They could not give her back the money so that she could pay them with it.

She had to proceed to the Portmore branch for a necessary interview (if we had paid for express service, the interview would have been conducted at the head office). I enquired about my refund and was told I could ask for it when we went for the interview in Portmore.

I accompanied my mother to the Portmore office on June 24, 2013, where, after airing our tale, I was informed that not only would I not be getting back all of my money, but there was no way I would be getting anything that day.

Credit card transactions have to be done through the bank and someone apparently blundered by not using the refund towards the payment of the LEN.

Apparently, physically searching for my mother's original record is a special and separate function from the regular duties of the RGD, and it costs the entire application fee to carry out this process. Hence, I was informed I would only be getting back a paltry sum. (They were unable to be very specific as to what my refund would be).

My mother's interview was fast-tracked, apologies were made and I was assured that my refund would be issued to me through the bank. That was on June 24, 2013.

On writing this letter, it is now the 8th of August, 2013, more than six weeks later, and my bank has informed me that it has seen no refund forthcoming.

I called the RGD last week, spoke to the customer 'service' rep who had been assisting us since the start of this mess, and she told me she would look into it.

I also enquired about my mother's birth certificate that had yet to be delivered, and was told that it was sent out on July 18, 2013, and she would also make enquiries regarding it.

Unacceptable

I find it unacceptable that the documents that we paid a seven-day service charge for, were out an additional 14 days after they were supposed to be delivered. They have still not delivered it as of writing, some six weeks and counting.

Now something is seriously wrong at the RGD. Inefficiency and incompetence are not qualities one is supposed to perfect. Clearly, someone at the RGD is not doing their job, and if they are doing it to the best of their ability, clearly, they are not fit to be employed.

As I close this letter, all that is on my mind is one question: What has happened to the service and efficiency I had experienced in 2009? I would really like to know.

DWHYTE HUNTER

Spanish Town, St Catherine