Pago Pago, AMERICAN SAMOA — The Territorial Bank of American Samoa (TBAS) has responded to its customers’ complaints over debit card transactions, recently processed and posted to their accounts, several months after the cards were used.

The government-owned financial institution also announced a partnership agreement with a New Zealand-based association, which has memberships in other Pacific Islands, to resolve the debit card problems, as TBAS customers remain unhappy with the service.

DEBIT CARDS

In a June 10th letter, TBAS informed its customers of “being made aware by our current Debit Card processor, there are approximately 1,365 debit card transactions that were never processed from TBAS customer accounts. These transactions are from August 2018 through May 2019.”

Several customers, who only learned about the issue, complained to Samoa News, calling the problem “irresponsible” and “unprofessional” banking services. (See Samoa News June 24th edition for details).

In a statement yesterday, TBAS said it “acknowledges the concern voiced by our valued customers regarding a file of debit card transactions recently processed and posted to customer accounts.”

TBAS explained that the recent problem was a result of transactions being “lost” by the card processor. 

In a global balancing routine,TBAS says it was found that legitimate transactions from TBAS customers had never been transmitted to TBAS.

“Mastercard is now claiming these charges from the bank, necessitating the posting of these transactions. The file received contained duplicate entries,” TBAS said. “The entries have been identified and accounts have been credited.  We have also offered expanded services to accommodate customer requests.”

Meanwhile, TBAS was open half-day last Saturday, to accommodate its customers after being advised by Mastercard — TBAS’ card provider — that the TBAS cards were down. Mastercard has identified the problem and has since resolved it.

MONEY CO-OP PARTNERSHIP

In the same statement, TBAS announced that it has “signed a letter of intent” with Money Co-op of New Zealand — an association representing the largest credit unions in New Zealand and has memberships in many of the South Pacific islands. 

After months of analysis, TBAS and Money Co-op found that they wish to formally explore a partnership with TBAS for the providing and servicing of a TBAS branded debit card.

Bank president and chief executive officer, Drew Roberts said TBAS is “proud to have executed this agreement” with Money Co-op.

“A partnership like this is in direct response to the problems  we have had for the last two years with our current card processor,” Roberts explained. “I am proud of our employees who, through no cause of their own, have had to be the front lines explaining situations to customers.”

According to TBAS, the agreement with Money Co-op is the first step towards replacing what was a temporary program of debit cards. 

“The partnership will result in a direct relationship with Mastercard international. Because this program is a current industry standard, the problems TBAS has experienced will be dramatically reduced,” said Roberts. “This conversion is anticipated to take up to 9 months.”

TBAS says it is committed to answering any questions the public might have regarding this or any other matter.

Concerns and questions can be referred to 633-8143 ext. 169, or visit the TBAS main office at the Centennial Office Building in Utulei.