I have a complaint about Abu Dhabi Islamic Bank’s (ADIB) internal system issue after Barclays bank has been taken over by ADIB.

In 2012, I applied for a Barclays credit card but never used it. I kept it for future use. In May 2014, Barclays was taken over by ADIB and the credit card was shifted to ADIB.

I had cancelled the card in April and got the No Liability letter from ADIB on April 20, 2016. However, this card was not cancelled by Barclays, due to ADIB’s internal system issue with Barclays. It’s still showing in my Al Etihad Credit Bureau (AECB) report.

Since then, my issue is being passed on from Barclays to ADIB and ADIB to Barclays. No one is taking responsibility regarding the outstanding credit shown in my credit report. ADIB is of the opinion that apart from this No Liability letter, they cannot provide me with any other document and Barclays is stating they have already transferred all the records to ADIB, hence they could not help.

I met ADIB’s head of service and control department on June 30, 2016 and explained the same. So far, the representative is the only person who understood my case and ADIB’s internal system error. Despite several visits to ADIB and Barclays, the issue has not been resolved since April.

As a customer, I am being penalised for a long time. I seek Gulf News’ intervention so that ADIB clears the records in AECB.

From Mr Farhan Aftab

Dubai

The management of ADIB responds:

Thank you for bringing this complaint to our attention. We have gotten back to Mr Aftab and followed up where there was a dependency with Al Etihad Credit Bureau in updating/correcting the records. We have now received confirmation from AECB that the records have been updated and customer was informed accordingly.

He will check with the bureau for the report again next week. The issue is now closed.

Mr Aftab responds:

Thanks Gulf News, for escalating my issue with ADIB.

(Process initiation: August 2. Response from organisation: August 4. Reader responds: August 17.)

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.