In a news release on Monday, the bank said reimbursements are available for customers who incurred late payment fees for utility companies as well as loans and credit cards held at other financial institutions due to the delayed payments.
It said it will ensure that customers do not incur late fees on NCB loans and credit card facilities.
The bank instructed affected customers to visit a branch and speak with their relationship officer or branch manager, or send an email to
[email protected], along with any supporting documentation.
“We recognise the impact that these challenging outcomes of our system upgrade have had on our customers, and we’re doing everything we can to rectify the situation,” said Patrick Hylton, President and CEO of the NCB Financial Group.
“We have also taken our learnings from this, and customers can rest assured that we will apply these learnings in any future upgrade activities so that this experience is not repeated. We truly regret the pain this has caused our valued customers during this time, and our entire team will be pulling out all the stops to make it right.”
He added: “For customers concerned about the impact of late payments on their credit report, we will be working closely with the credit bureaus and other stakeholders, to mitigate this.”
NCB extended the opening hours of its branches Monday and Tuesday to 3:30 pm to facilitate customers who want to do their banking in-branch.
Customers were also reminded that they can use an iABM in any of NCB’s 24-hour Bank on the Go locations islandwide to view balances, make credit card and utility bill payments, transfer, withdraw and deposit funds to their accounts.
“We know that a lot of customers rely on the convenience of our online banking and mobile app platforms, so our teams are working around the clock to fully restore these services,” Hylton noted. “In the meantime, we ask customers to bear with us while we work on this – we will keep you updated every step of the way.”
Technical challenges arising from NCB's system upgrade project resulted in thousands of the bank's account holders being paid late.
