I would like to highlight an issue I am having with Abu Dhabi Commercial Bank (ADCB) regarding a credit card I had settled two years ago.
I had an outstanding balance of Dh21,000 and I was contacted by a legal consultancy, which claimed to be the legal agency of ADCB. I had several discussions with them and finally they offered me a settlement for Dh18,000 to be paid in five instalments, which I have paid. I have also sent them the receipt of the same every time. When I asked for a settlement letter, I was told that it would take a few weeks, but not to worry. After that, I never heard from them again and so, thought everything was settled.
Recently, I came to know that my name had been blacklisted by UAE Central Bank from ADCB and when I went to ADCB and checked, they claimed that I had to pay Dh39,500. I went to their collection department and showed them all the documents but they said that the settlement given to me was not for five installments but for three and as I didn’t pay it in three installments, they cancelled it!
When I argued with them further, they asked me to file a complaint against their legal consultancy if needed, but said they could not do anything.
Finally, they asked me to pay Dh2,000 more as a final amount and I paid it. But now, they are coming back saying that they cannot remove the blacklisting from the Central Bank as I have not paid the total outstanding Dh39,500, rather just Dh2,000 as settlement.
I request Gulf News’ kind involvement in this matter to settle the issue as I need to get this blacklist removed.
From Mr Sajeev Joseph
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 Joseph responds:
I wanted them to clear me from the blacklist in UAE’s Central Bank but they haven’t done it until now.
The management of ADCB responds:
While we cannot comment on specific customer cases, we do take finding a solution for our customers very seriously. We pride ourselves on working every day to provide the best customer service in the industry.
We approach every situation with the best interest of the customer in mind. However, we must be aware that sometimes there are some contractual discrepancies that influence the outcome of certain cases. In this case, the matter has been carefully reviewed and considered and we have agreed to revise the customer rating with which the customer is now satisfied. This is why we continually urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues.
We would like to thank you for bringing this issue to our attention and hence giving us the opportunity to further our servicing to our valued customers.
Mr Joseph responds:
Yes, they have changed the listing finally. Thanks a lot to Gulf News.
Process initiation: September 23, 2014. Response from organisation: October 1. Reader response: November 1.
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.
