I wish to highlight my experience with Noor Bank.
I have a personal loan with the bank. I needed a top-up on the current loan, and as the sales team in Abu Dhabi couldn’t do it, I requested a liability letter at the end of May. As the letter was not ready within the desired period, I called to check on the status. I was advised that it would be ready shortly.
A day later, a representative from the retention department in Dubai called and asked if I would stay with the bank, if Noor Bank would offer the same loan conditions. As my move was due to my financial requirements, I said ‘yes’. A good offer was made and I agreed to it. They took three weeks to reject my application and the reason given is that there was a payment dispute documented in Etihad Credit Bureau (ECB).
I have provided them with all my information. Although it was rejected, I was told that they are still working on it and it would be approved.
I have been calling the bank several times a day but no one answers the phone. On June 19, I was told that the liability letter was ready for collection from the representative in the retention department. I drove all the way to the city to collect it but it was not ready.
The sad reality is, I needed some finances to sort out an issue by June 29 and now, I am stuck with nothing. I am fighting to be retained by the bank!
I hope I can get someone to respond from Noor Bank. They have wasted three weeks of my time.
The bank must take ownership of their lack of urgency and customer service skills, and grant me what was promised in the first place. Noor Bank checked my history and accepted me as a bank customer. Now, when all issues are almost done, I am not good enough, it seems. They have played a delay tactic and succeeded.
From Mr Ashan Karunatileke
Abu Dhabi
The management of Noor Bank responds:
Noor Bank is committed to finding an amicable and fair solution towards any customer complaints. We are always transparent with our customers. This starts with acknowledging the problem raised by the concerned individual and working towards a swift resolution.
Soon after we received Mr Karunatileke’s complaint from Gulf News, our Customer Experience Unit investigated this matter further.
After further investigation, Noor Bank attempted to contact Mr Karunatileke to resolve the situation. While Mr Karunatileke’s offer had originally been retained, his file was later rejected due to Bank’s internal credit criteria not being met. This was informed to Mr Karunatileke on the same day. However, even though the file had been rejected, the retention team still attempted to get approval, as the customer had agreed to provide certain documents which could help in approval.
On June 16, the customer provided the relevant documents to prove he had cleared liabilities with another bank. However, the file could not be approved by the credit team, due to credit criteria not being met. Hence, the whole process to get approval on file took time. Throughout this situation, Mr Karunatileke was given timely follow ups by Noor Bank’s team and had been given an explanation on their actions.
The Customer Liability letter request for the other bank was already approved on June 20, and on June 21, Mr Karunatileke was informed by the Customer Experience Unit team to visit Muroor branch to collect the letter. Unfortunately, due to the Bank’s credit policy criteria not being met, a top up cannot be approved for the client.
Noor Bank wishes to assure all customers of our best service and prompt response to any complaints and grievances they may have.
Mr Karunatileke responds:
Thank you for your response. Well, the responses from the bank do not highlight time taken, however, I am pleased with what Gulf News has done to take my concerns further.
(Process initiation: August 8. Response from organisation: August 11. Response from reader: September 14.)
