Trust the process

THE EDITOR, Madam:

In recent times, there has been an increase in complaints on social media accusing banks in Jamaica of misconduct. Many people find it easier to post their grievances online, assuming it will amplify their concerns and expedite solutions. However, this approach often replaces practical steps, like visiting the branch or utilising official complaint channels.

Even when customers do visit the branch, patience is often lacking, and frustrations sometimes lead to public outbursts, based on the assumption that the bank is acting maliciously.

I have personally experienced issues with the bank on three occasions, including cash deposits not been reflected and a merchant double-charging my credit card. Last, I encountered a problem and decided to use NCB’s online complaint portal to report it. Within three working days, I received a message confirming that the matter had been successfully resolved.

Jamaicans need to adopt a more measured approach when issues arise with banks. Problems are inevitable, as no system is perfect, but the way these issues are handled matters. Following the established procedures often leads to timely resolutions.

Admittedly, the elderly and those without access to, or familiarity with, digital systems may face challenges. However, they are usually accommodated when they visit branches in person.

The key takeaway is that we need to trust the process — it works.

MIKHAIL GRAHAM