Checking validity of transactions
I have two credit cards with Abu Dhabi Islamic Bank (ADIB) and these are cards that were migrated from Barclays in December 2014. Since then, my cards have stopped working. I have called ADIB customer care services multiple times to sort out the issue and the response has always been ‘system error’ or something related to migration issues.
By the end of January 2015, I received an SMS stating that my payment was due for the month. I called up ADIB customer care again for the statement, which I used to receive through e-mail from Barclays. I asked ADIB to provide the same but, as usual, the answer was ‘system error’. I told them clearly that I won’t be paying the balance unless I get the statement as I cannot check to confirm my transactions.
I have called the customer care service several times and spoke to several people to make the card work and to the get statement regularly, but all my efforts have been in vain.
I have gotten a couple of calls from their collections department lately and they spoke to me in a rude way and even stated that I should go and visit the branch every month to get the statement. Their view was that even if we are not getting the statement, we are bound to pay. I told them that without getting the statement or without checking the validity of my transactions, I would not be paying the amount due.
I was regularly paying the amount before the transactions were migrated and now ADIB is threatening me, even though I feel it’s their fault. I am sure that I am not the only one who is going through such ordeals due to migration issues at ADIB.
I urge Gulf News to help in sorting out the issue.
From Mr Shyam Menon
Abu Dhabi
The management of Abu Dhabi Islamic Bank responds:
Thank you, Gulf News, for sending us the complaint. We have contacted the customer and all his concerns were rectified.
Mr Shyam Menon responds:
Thank you to Gulf News for its commitment to readers. The newspaper’s intervention in this matter helped to finally find a solution to the issue. I encourage banks to listen to customers and provide proper solutions to issues rather than making customers run from pillar to post.
(Process initiation: March 16. Response from organisation: March 19. Process completion: April 4.)
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.
