Awaiting cancellation
I would like to highlight a ‘fraudulent’ transaction that has been executed by Abu Dhabi Commercial Bank (ADCB) with regard to a personal loan facility that was availed by my sister-in-law in July, 2014. She decided to go ahead with ADCB for a personal finance facility as she was advised that the interest rate would only be 10 per cent per annum. I also asked the sales person three times about the interest rate and he reconfirmed three times that it was 10 per cent.
However, she was shocked when she received a letter from ADCB stating that her interest rate was 20 per cent. She immediately called the bank’s salesperson, who now had the following things to state to her: “This is normal and the interest rate is always calculated on reducing balance. You can check with all banks in Dubai and you will see that they all operate in the same way. If you are still not satisfied, you can call ADCB Phone Banking and lodge a complaint.”
The above response is not acceptable to us.
As a result of this, we decided to terminate the finance facility from ADCB as soon as possible and settle the loan, as we did not want to be cornered into paying 20 per cent interest on a mere loan of Dh35,000.
Prior to us going ahead with the above cancellation, we wrote to ADCB for assurance on the below aspects:
1. Complete refund of the loan processing fees that was charged from the disbursed loan amount.
2. Waiver of any and all early settlement fees that may be applicable to the closure of this finance facility.
3. Immediate return of the security deposit cheque on closure of this loan.
No one from ADCB has bothered to revert to me.
From Mr Khoram Asif
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.
(Process initiation: August 27. Response from organisation: September 18.)
No refund
I had booked two one-way tickets online for January 15, and a return ticket from January 15 to 21, for a total of three passengers, from my father’s credit card. The trip from Dubai to Pune, India, on January 15 was cancelled by Air India Express and a refund was offered to me. It has been over seven months and I have neither received my refund nor an encouraging response. The tickets amount to Dh1,947 (Dh649 per passenger). Only one ticket — return flight IX 211 from Pune to Dubai — was utilised on January 21 as it wasn’t cancelled. I contacted and visited the Air India Express but there was no proper response. Please help me out with this issue. I would really appreciate Gulf News’ support.
From Mr Roumi Agrawal
Dubai
Editor’s note:
The complaint was forwarded to Air India Express for comments. However, its management did not respond.
(Process initiation: July 24. Process completion: October 6.)
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.
