Documents please
I applied for a personal loan with Abu Dhabi Commercial Bank (ADCB) on June 25. My loan got rejected at first, because of less salary being credited to my account. I was on vacation and hence, received a deducted salary amount in that month. However, I substantiated it by providing a leave approval document from my company and the ADCB representative told me that the issue had been resolved and my loan approval would soon be done.
After a few days, the ADCB representative called me and asked to get a salary transfer letter from my company. I provided him the same within a couple of days. After that, whenever I called him, he never responded. When I finally got in touch with him, he started making excuses. Finally, I asked for the manager’s number. Even the manager never picked up my call or responded to my emails.
One fine day, the bank representative called me and told me that my loan application had been rejected by the Central Bank because I had a history of default previously, in the year 2010. I was so surprised to hear that, because I was in Qatar during that time and my entry in UAE was only in December 2012. Before that, I was in UAE from January 2009 to May 2009 and didn’t have any bank account in the country. My first bank account in UAE was opened in April 2013.
I again explained this to the ADCB representative and gave provided proof that I didn’t take any loan during that period and was not even in the UAE. After that correspondence, he stopped responding to me.
Now, after so many days, he called again and asked me to give him a new salary transfer letter from my company. This would be the third letter I give to this representative. As per my company’s policy, to get a new letter, I have to submit the old one, which is logical. I asked the ADCB representative to return my old salary transfer letter, but it has been two weeks and he has not done it. He never picks up my call and now he is not returning my documents. I called his manager and emailed him as well. It’s been two weeks but they never respond.
I request Gulf News to please help me get my documents back.
From Mr Prince Prakash Nair
Dubai
The management of ADCB responds:
Thank you for your cooperation and communication with us in the endeavour to best serve our customers and resolve their issues.
It is important to note that customer satisfaction is at the very top of our agenda, which is why we have an established Service Quality Unit that is dedicated to handling all customer enquiries and complaints.
All ADCB customers can contact this unit 24/7 on 800 2030; or call collect +97126210090 from outside UAE; alternatively they can visit our website (www.adcb.com) from where they will be able to log their complaints, recommendations or suggestions.
Please be advised that we have directly communicated our feedback to the customer and this case has been closed from our end.
Mr Nair responds:
I would like to inform you that I received my documents from the bank. I got a call from ADCB and they told me that Gulf News contacted them. They came to my office and personally delivered my documents. I would like to thank Gulf News from the bottom of my heart for taking immediate action and raising the issue for me. This would have been impossible without your support.
(Process initiation: September 23. Response from organisation: October 1. Reader confirmation: October 2.)
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.
