Reaching the limit

Reaching the limit

I am disappointed with the customer service of Abu Dhabi Islamic Bank (ADIB). My issue is going on from October 2015; I feel there are no proper records in the bank’s customer service centre. Every time I revive the call or if I call their customer service, I have to explain everything from the beginning. ADIB staff have also given me wrong information.

On applying for a card, the agent told me I could use it and within a year, I could pay it off at any time — that there would be no monthly payment.

Now, after using the card for the second month, I have started receiving calls for payment. I told the customer service agent that I was ready to pay, but as I was not in the country, I asked him to let me know how to make the payment. Again, I was given wrong information. I was told I could make a bank transfer; when I tried to, I found out my card had been blocked. I asked the bank to take the payment on the phone, but the bank refused.

When I returned to Dubai, I tried to pay using a card machine, but still, my card was blocked. I was not able to make the payment. My personal circumstances changed when I lost my job; I was not able to go to the branch, as the bank said it is the only option.

Then, I received a call from the collections department. I informed her of my situation, but she said I would have to make a minimum payment of Dh300, only then would she adjust the minimum payment. I managed to pay at the branch and afterwards, nothing was solved; she did not call me again.

In January 2016, a representative from the collections department called and said he is recording my conversation and once again, I explained everything from the beginning. He also made a false commitment. He told me if I would make a payment of Dh2,000 by January 6, he would create a minimum fixed payment of Dh600 per month. I was abroad and yet, returned and paid Dh2,000. The next day, he called again and said I would have to pay Dh600, to get it all sorted. I have done that even though I don’t have a job; still, I managed to clear this card but nothing was done again — just false commitments again and again.

Now, I have received a threatening text message stating that I would have to make a payment of Dh3,700, otherwise legal action would be taken against me.

My credit limit was Dh13,500, my usage was Dh13,000, and with interest for no reason, they are asking for Dh16,500.

I have logged many complaints and phone calls, but I did not get any help. I have other cards too, but with the banks’ help, all payments have been made on time. I seek Gulf News’ assistance to help me sort this out. It would be highly appreciated.

From Ms Kanza Azher

Ras Al Khaimah

Ms Azher updates:

Thank you Gulf News, for sorting my problem. Due to the newspaper, ADIB took my complaint on a priority basis and things were resolved in a week, when it was in fact going on from the past six months.

The management of ADIB responds:

This issue is closed and an agreement has been reached with the customer, to her satisfaction.

(Process initiation: March 1. Reader updates: March 31. Response from organisation: 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.