Letter from Mr. Everett Smith, Attorney at Law:
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| Violet Edwards is seated with the BNS staff standing. |
Dear Mr. Derby,
I have followed your work over the years and observed that you are a stickler for excellent public service, whether from the government or the private sector. Quite often, you decry the callousness with which some public and private servants treat their customers and clientele. Today, I am writing to highlight a case where the opposite occurred — and to share why I believe Scotiabank deserves recognition for going above and beyond the call of duty.
Earlier this year, Ms. Violet Edwards — who many of you will recall as the Jamaican who made history by graduating from college at the age of 96 with the highest Latin honors, summa cum laude — had the misfortune of having her bank account at Scotiabank compromised. While in the United States, it takes just a few hours to void an unauthorized transaction and issue a new debit card or account, we learned that in Jamaica, it can be a very labour-intensive procedure, especially for customers residing overseas. Despite numerous attempts to resolve the issue from abroad, Ms. Edwards was ultimately advised that she would need to travel to Jamaica in person to rectify the problem.
At the age of 99, Ms. Edwards decided she would purchase an airline ticket, book a hotel, and travel to Jamaica to regain access to her account. Mind you, the account did not contain significant sums — it was merely the repository for her NIS pension. Nonetheless, it was her account, and she was determined to secure it. However, I believe it was perhaps an excuse for Ms. Edwards to visit her beloved Jamaica.
Upon her arrival in Jamaica, where she says she always feels reinvigorated, she visited the Scotiabank New Kingston Branch to attend to her affairs. After her visit, Ms. Edwards received a call from a bank officer requesting to pay her a visit. Initially, she was apprehensive, given how often the elderly are taken advantage of these days. But she reluctantly agreed.
To her surprise, on a Saturday during Labour Day weekend, Mr. Smith from the Morant Bay Branch, accompanied by two other Scotiabank officers, travelled all the way from Morant Bay to Portland to resolve all outstanding issues with Ms. Edwards’ account. As a token of appreciation for her longstanding commitment and loyalty to Scotiabank, they also brought her a beautiful potted plant. This gesture brought joy to Ms. Edwards — and I must say, Scotiabank could have insisted that Ms. Edwards return to the bank, but instead, they brought the bank to her.
To that end, let me extend my sincere gratitude to the management and staff at Scotiabank for their foresight and dedication in resolving a matter that meant so much to an almost-centenarian who has devoted her life to public service. As many of you know, friends and family have awarded several scholarships at the University of the West Indies in honour of Ms. Edwards. Mr. Vernon Derby, you serve as the local coordinator for the Violet N. Edwards Scholarship Fund, and you know firsthand the kind of integrity and service Ms. Edwards has exemplified throughout her life.
In an era when customer service is often overlooked, Scotiabank’s actions deserve recognition. I hope this letter will inspire other institutions to meet this same standard of service and compassion.
Sincerely,
Everett Algernon Smith, Esq.
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Kudos to BNS for their prompt, efficient response and for even going above and beyond. That is commendable however this goes to show that it IS possible to assist customers in their time of need and BNS should endeavour to ensure that similar speed and efficiency is extended to all its customers.
ReplyDeleteThank you.
BNS did the honorable thing and I love Ms Edwards’ determination to travel to rectify her account so her funds are returned, love her determination! Lovely letter and fine gesture by Scotia this great woman deserved all that you did Scotia as it would have been insensitive and inhumane to have expected a 99 year old whose account has been compromised to find her way back to the bank!
ReplyDeleteThanks Mr Vernon for sharing this story keep up the great job you’re doing, it surely is a wonderful feeling to know that we have an avenue to share our stories, thanks, thanks my friend. Keep up the great work!
ReplyDeleteAs a long time member of BNS Scotiabank (Over 60 years) I am both surprised and pleased with the action of BNS. Surprised because in this day & age no customer should have to travel here to correct a breach but pleased that BNS staff reacted Positive and successful. Blessings 💪🏾 😇 🌞
ReplyDelete