NCB regrets in-branch wait delays

THE EDITOR, Sir:

This is an open letter to Norman Davis.

Thank you for reaching out to us via The Gleaner as we value your feedback.

We understand that your recent experience at our Oxford Road branch was frustrating because of the extended wait times and we apologise sincerely for this. At NCB, we are very focused on delivering an optimal experience for our customers every single time, regardless of the channel they are using, and we are very disappointed that we missed the mark this time around.

We are aware that our customers have been experiencing some ­difficulties with our in-branch services because of challenges related to our ongoing upgrade. We truly regret this and assure all customers that we are doing everything possible to get things back on track.

This has been one of the most significant and wide-scale technological undertakings we have made as a company in the last decade. Although we were always prepared to deal with challenges in the post-implementation phases, there have been several delays that have impacted the originally communicated timelines.

Our systems are all integrated, and while we have multiple contingency plans in place, some challenges spanned the breadth of our network, affecting services in-branch, online, via our mobile app, and even at our kiosks.

To help address these challenges, we increased the number of tellers in our branches and the number of customer-service representatives in our Customer Care Centre as well.

However, we understand that there are still extended wait times in these channels, so we encourage our customers to take advantage of our self-service options in the interim, if possible. Customers may visit the iABMs in our 24/7 Bank on the Go locations islandwide to deposit and withdraw cash, pay utility and credit card bills, and check their balances.

If you must go in-branch, please be aware that there may be delays. Until these are fully resolved, we ask you for your patience and understanding while we improve our systems to serve you better. We truly value your business, and look forward to delivering the world-class service you deserve very soon.

NICHOLE BRACKETT WALTERS

Manager, Group Marketing and Communications