Dear Editor,
I am writing to share my experience with Windward Islands Bank (WIB) in the hope of raising awareness about what can happen when a customer loses access to their bank account without timely communication or support.
On July 2, 2026, I discovered that I could no longer access my online banking. The system displayed the message: "Currently no accounts are available for selection or connectivity problem occurred during your request." I only became aware that there was a problem because someone who was trying to transfer money to my account informed me that the account had been blocked.
I immediately contacted WIB through its online chat service and was informed that my account had been restricted due to what was described as "file remediation." I provided my telephone number and email address and was assured that the relevant department would contact me.
No one contacted me.
On 6 July, after several days without any update, I telephoned the bank. I was told that the matter would be escalated to a supervisor and that I would receive a callback. That callback never came.
Later that same day, I contacted the bank again via online chat. I was informed that the department had supposedly tried to contact me several times to update my file but had been unsuccessful. However, the representative could not tell me which telephone number or email address had been used. Once again, I provided my correct contact details and was told that I would be contacted within three to four business days.
As of 10 July 2026, that deadline has also passed. I have received no phone call, no email, no explanation, and no update.
What concerns me most is not only that my account remains inaccessible, but that I have been unable to obtain even basic information about my own account, including my account balance. As a customer, I believe it is unreasonable to be locked out of one's own finances for more than a week without proactive communication or a clear explanation from the bank.
According to WIB's published complaint-handling procedure, customers should receive acknowledgement of their complaint, be contacted if further information is required, and be kept informed throughout the process. Unfortunately, that has not been my experience.
This letter is not intended simply to express frustration. It is intended to encourage greater transparency, accountability, and communication. No customer should be left wondering whether they can access their own money while receiving no meaningful updates from their bank.
I sincerely hope WIB will resolve my case promptly and take steps to improve its communication with customers facing similar situations. I also hope that by sharing my experience, others who may find themselves in a similar position will know they are not alone and will feel encouraged to seek answers.
Thank you for providing space for this important issue.
Maria C Warno.
