The National Bank of Costa Rica (BNCR) recently faced a wave of client dissatisfaction and long queues following its decision to deactivate security tokens with only four days’ notice. The bank has since extended apologies for the inconvenience caused to approximately 79,000 customers who were impacted by the sudden notification regarding the expiry of their online transaction tokens.
A Brief Overview of the Token Issue
A ‘token’ in banking refers to a security device generating a unique code, usually a series of numbers, to validate the identity of individuals conducting online transactions. In BNCR’s case, this was precisely the function of the tokens in question. The bank informed its customers through social media and emails that it had enabled 24 branches on Saturday, 4th November, specifically to facilitate the exchange of keychain tokens that were four or more years old.
The Impact of Token Expiry
BNCR indicated that these tokens had reached the end of their operational lifespan and required replacement. This directive resulted in long lines at designated branches, leading to an outpouring of complaints about the short notice period provided. Clients expressed frustration at what many saw as a lack of adequate preparation by the bank for such a significant transition.
Customer Reactions and Complaints
Naty Soto, a BNCR client, voiced her dissatisfaction on the bank’s Facebook page, criticizing the bank for not announcing the change months in advance instead of merely deactivating the devices. Luis Leitón Aguilar shared his experience of encountering over a hundred people waiting and only two officials attending at the BN San Pedro branch, with each client taking about 15 minutes.
BNCR’s Response to Inquiries
In response to inquiries from ‘La Nación’, the BNCR’s Operations Sub-Management mentioned that they are providing information and support through social media, call center services, and customer service. The spokesperson clarified that the token keychain replacement was necessitated solely because a set of devices had reached their end of life.
Saturday’s Service Expansion
To accommodate the 79,000 affected individuals, BNCR operationalized 16 additional branches that do not usually open on Saturdays, making a total of 24 physical offices available for service on that day.
The Transition to Mobile Tokens
BNCR informed its customers via email and social media about the transition to mobile tokens, stating that once installed, these tokens could be successfully used on their Online Banking platform. The bank reassured that after this change, there would be no need for further contact with clients. They also cautioned customers against potential fraudulent calls or link sharing, advising them to ignore such attempts to prevent falling victim to scams.
Addressing the Challenges
The situation highlighted the challenges financial institutions face when implementing significant technological changes. The BNCR’s experience serves as a reminder of the need for effective communication strategies and customer support mechanisms during such transitions.
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