ScotiaBank (Turks and Caicos) Ltd Complaint - Learned Helplessness
I am a savings account holder at ScotiaBank (Turks and Caicos) Ltd Grand Turk Branch. Almost 3 months ago, I processed the transfer of money into an overseas foreign bank account in the sum of US$500. In the ordinary course of events, it
takes not more than five days for the money to reach the other end.
By 1 July 2007, the overseas foreign bank account had not yet been credited with the money. The overseas foreign Bank has been claiming non-receipt of the funds. I have on several occasions sought an explanation from my Bank regarding its handling of the money transfer. Until two weeks ago, the standard
reply given me was that my Bank, through its counterpart Bank in Nassau,Bahamas, put a trace on the transaction. I made it clear to my Bank that I have great difficulties in understanding why it should take more than two months to
know the result of the trace.
On 3 August 2007, the Bank Supervisor informed me that he was in receipt of the result of the trace” the money was not applied and would be returned to my account within two to three days”. On 10 August 2007, the sum of US$500 had not yet being credited into my account. When I sought to check with the Supervisor who had been dealing with the matter, I was told that he had just started his vacation and, as it would be difficult to access his files, a fresh trace would have to be initiated. To this end, I was requested to give my Bank again all the documents that I had in relation to the transaction and I duly obliged.
Several things are clear to me. The record keeping at this Branch is atrocious and customer care leaves much to be desired. Each time you lodge a complaint and make a follow up, they give you the impression that they are jotting down what you are saying, there is a file on which the matter is being handled and that they will revert to you by phone (What is your cell No, Sir?). They never bothered to phone me and they never seemed to find the file where my complaint was being handled. I took the occasion to put my complaint in writing and there has been no response to any of my three letters to the Bank.
I cannot understand how a Bank can operate like this? Could it be that the Bank is bent on making me to be a victim of learned helplessness? Its inertia in handling this matter is so much at a variance with the way reputable Banks act. I am afraid that this situation might unwittingly give the impression that ScotiaBank (Turks and Caicos) Ltd does not care about its customers, particularly when the money transfer involves what the Bank perceives to be a small amount. Surely, it is not the amount that is important. There is a principle at stake here. Irrespective of the amount involved, if the transfer is not completed, the Bank has to refund the original transfer amount as soon as possible.
Incidentally, and on a different note, I applied to the same Bank for a Gold Card and more than 4 months have now elapsed without getting any feedback. It seems to me that it is the norm now for ScotiaBank (Turks and Caicos) Ltd not to follow up on the applications it has received. Customers deserve better than this. I do not believe that giving a customer the result of his application would be asking for too much from the Bank. The Bank will always retain the discretion to grant or refuse the application but, nevertheless, it should have the courtesy to communicate its decision to the applicant within reasonable time. Otherwise the applicant is kept in unnecessary suspense.