In 2008, I made a payment and the mistake I made was that I didn’t get any settlement paper from the bank. Eight years later, when I applied for a loan, I came to know that my name was blacklisted in the Central Bank of the UAE. So, I visited Abu Dhabi Commercial Bank (ADCB) and came to know that I had an outstanding balance regarding a certain amount and the case was still pending. With the agreement to change my status at the Central Bank and Etihad Credit Bureau (ECB), I agreed to ensure the payment of Dh9,500 was paid. I received a clearance letter from the bank, but still they are neither changing the status, nor updating their records.

Every month, I have been visiting the bank, but they are not responding nor allowing me to meet their superiors, which feel like harassment.

I have also lodged an online complaint a couple of times, and I just get a call saying that they are looking into the matter, but then there is no follow-up.

All the issues are because, when I had a loan with this bank, they used to deposit cheques four to five times a day, because of which, I paid a penalty of Dh800 to Dh1,000 during that time. The loan instalment was only Dh230, which forced me into financial crisis.

From Mr Nore Abid Ali

Abu Dhabi

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.

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. While we cannot comment on specific customer cases, we do take finding a solution for our customers very seriously and approach every situation with the best interest of the customer in mind.

With reference to Mr Ali’s issue, please be advised that our Service Quality Unit has investigated the matter and confirmed that the rating has been already revised on March 30, 2016, and we have advised the customer that it cannot be further revised as there was a waiver that the customer had availed at the time of settlement of liabilities with the bank. As for updating the Etihad Credit Bureau records, please note that the status has been amended as ‘Closed’ and will be sent to ECB.

We have contacted the customer and addressed both the issues and a letter confirming the same has been sent to Mr Ali and the case is closed now.

We continually urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues.

We would like to thank Gulf News for bringing this issue to our attention and hence giving us the opportunity to further our servicing to our valued customers.

(Process initiation: July 13. Response from organisation: July 18. Process completion: August 22.)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at