Still blacklisted
I cleared all my liabilities with Abu Dhabi Commercial Bank (ADCB) in May 2009. After five years, they are calling me for an overdraft on my account, to pay Dh17,000, and my name has been included in the Central Bank for non-payers of ADCB. When I contacted ADCB’s representative after forwarding my clearance letter, she told me to pay the original amount of Dh6,000. Why did they wait five years to contact me?
I need my name to be cleared from the Central Bank and ADCB’s non-payer list and this issue must be resolved as this is ADCB’s mistake. It didn’t raise a flag for the past five years, despite them having all my contact details. Due to this, I am in stress and have blood pressure problems. I am unable to apply for any financial assistance from any bank in the UAE.
I contacted ADCB and sent them several emails to follow up with them, but I am not getting any answers.
From Mr Farhan Omar
Sharjah
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 Omar responds:
Nobody from ADCB contacted me. I only received an SMS on July 21, stating: “InterAct-ADCB. Thank you for feedback”, with a reference to my complaint number. So ADCB is not being honest here. I checked with another bank where I had applied [for financing] and am still receiving the same response — that my name has not been cleared by ADCB at the Central Bank. There was no response from ADCB and nobody contacted me to close this issue.
ADCB responds:
First off, it is important to note that customer satisfaction is at the very top of our agenda, which is why we have an established a Service Quality Unit that is dedicated to handling all customer enquiries and complaints.
While we cannot comment on the specific case, we do our best to solve every issue in the best interest of the customer. We understand that there will continually be differences of opinion on the outcome of certain cases.
This is why we urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification on their complaint. Our unit also gives customers the platform to provide us with recommendations or suggestions on their outcomes.
We take all cases seriously and search to find the best outcome for both the customer and the bank.
Mr Omar responds:
The issue is still not resolved. No one contacted me to resolve my issue from the past 60 days. ADCB is not willing to help me as a customer, because they got Dh34,000 in 2009 and now they want another Dh6,000. I will not pay them because no one is trying to reach me to close this issue or to come up with any suggestions; I am the only one sending emails to them.
Editor’s note:
The follow up letter was forwarded to ADCB for further comments. However, its management did not respond.
(Process initiation: July 20. Response from organisation: July 22. Process completion: 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.
