I have been receiving calls from Abu Dhabi Commercial Bank (ADCB) harassing me for the payment of an outstanding balance on my auto loan.
While I assumed my problems with credit card payment would be put to rest after making full payment as per settlement agreement with the bank, I was wrong. My nightmares had only started.
From January 2012 to April 2012 I had made the instalment payment on my credit card of Dh4,500 per month as agreed, to close my card (O/S Dh 18,000). After my final payment, I asked for the settlement letter confirming my payment and that the card is closed, which till date I have not received. I have had no communication from ADCB, despite the numerous emails and the different “managers” I spoke to at ADCB.
To add fuel to the fire, the credit card department continued to charge me for the late payment and finance charges for the month of September 2012 (approximately Dh600). While I was trying to sort this out with the bank, the credit card department very conveniently deducted this amount from my current account (meant for my auto loan payment) without prior notification or clarification. Needless to say, my auto loan now has an outstanding amount of Dh600 which ADCB credit card debt has not yet reversed despite repeated requests.
It’s now been three months and instead of facing one issue with ADCB, I am now having to deal with the harassment of repeated calls from a representative in the auto loan department for the outstanding payment and the wrong deduction from my account.
In a day, I receive at least 6-7 calls for the same thing.
The representative advised me to go to the collections department, which is in Academic City, to sort the case out. How the collections department treated me when I went there four times while I was eight-months pregnant is another long story. There is no way I am going to take my baby and wait there for 2-3 hours just to be told that “no one is available now, give us your number and someone will call you back”.
Miraculously my credit card was closed on the ADCB system on October 19, 2012. But there was no letter, no reversal of charges, no apology and zero communication from ADCB. What kind of customer service is ADCB providing? Is this how a customer is treated? I have dealt with other banks, but ADCB is by far the worst experience I have been through.
I still continue to receive these nonsensical calls from the auto loan department, which are proving to be extremely stressful now.
From Ms Nuzhat Baig
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 a 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.
Ms Baig responds:
All my issues with ADCB have been resolved.
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