Consumers raise issues with their banks

Mistaken identity

Abu Dhabi Commercial Bank (ADCB) had put my account as a defaulter. This is highly irresponsible because two months earlier they had offered me a loan of Dh100,000 against balance transfer. They had wrongly forwarded my details to their agents in India as a defaulter, a Kochi-based agency called my house and told my father that I have defaulted and will have a travel ban and might even be arrested and jailed at the airport.

I spoke to the call centre and raised a complaint via the website on September 28, 2012. ADCB failed to provide any updates on this complaint. A staff member called me on September 30, and she made things worse and I was more upset. She mentioned that maybe in the past I’ve been delinquent. As a matter of fact my account with ADCB is three months old and all payments on the card and the EMIs have been paid on time from that date. Before this account I had a MDSA account with ADCB.

I have not got an answer of how I was made a defaulter and my family back home has been informed of the same. This has put me under great mental torture and my reputation has been tarnished. I am receiving calls from my dad every day as he is very worried of anything going wrong with me in Dubai. All my words telling him to not to worry has not been in vain as he keeps telling that a bank will not just call without a reason. I am worried as he is a cardiac patient and is old.

I expect the bank to expedite the closure of this issue and send me an unconditional apology letter along with a call to my father to tell him that there was a mistake from the bank.

As I am not getting ADCB to respond, I am seeking the newspaper’s assistance.

From Mr Satish Kumar

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.

Free valet parking

I received a call from First Gulf Bank regarding credit cards. I accepted it and then the salesperson told me you can use this credit card in any valet parking of any mall you want except Dubai Mall and City Centre. I was so happy about it and started using it. But after a couple of months, the bank charged me Dh2,000 for the parking. I was shocked and upset as the salesperson didn’t even inform me that I am only allowed to use it 5 times [every calendar month] and if I use it in the Mall of the Emirates I will have to pay Dh110. I am reporting this not because of money, but to protect other people who want to deal with the bank sales representatives to be aware of this information.

From Mr Hadi Al Rachwani

Dubai

The management of First Gulf Bank responds:

The First Gulf Bank Platinum Credit Card comes with a unique range of multiple benefits. Details of these benefits are communicated to cardholders in the welcome pack, which consists of a welcome letter that makes a mention of the offers available along with a CD detailing the features of all the available product benefits and terms and conditions. In addition, customers are directed to visit www.fgb.ae (www.myfgbcard.com) to stay updated with the list of new services and offers and view information on currently available benefits. Besides customers are also notified via SMS to their registered mobile numbers upon implementation/change in conditions to avail offers and informed on launch of new offers.

Mr Al Rachwani responds:

Thank you Gulf News for following up my issue. I really appreciate it.

Editor’s note: If you have a similar unresolved consumer complaint, contact us on readers@gulfnews.com and we might be able to help you.