I had a five-year car loan with Noor Bank, which was completed in September 2015. But even after the completion and providing me with a no liability letter, the bank failed to update my credit status at Al Etihad Credit Bureau. Due to this I suffered financial losses and difficulties with all banking facilities such as credit cards and loans. I lost count about the number of times I visited Noor Bank branch for help. When I pointed out the Al Etihad Credit Bureau issue, they made me pay Dh150 and get the report before they even acknowledged my issue. I also had to pay Dh100 for an No Objection Certificate from Noor Bank each time. And they have now given me a AD rating because of which my proposed loan at another bank has been on hold and I may suffer considerable financial losses. Also I am not able to sell my car due to active status of my car loan. Kindly help me solve this issue with the bank as they are ignoring me.

From Mr Sibi Abdul Hakkim

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 Sibi Abdul Hakkim complaint from Gulf News, our Customer Experience Unit investigated this matter further.

Noor Bank attempted to contact Mr Abdul Hakkim to resolve the situation. Mr Abdul Hakkim had liquidated his auto finance with Noor Bank, but his Central Bank rating was still being reflected as “bad” in Central Bank records and his Etihad Bureau records were not updated with liquidation of the finance. The Bank’s Customer Experience Unit investigated the case further and managed to get his Central Bank rating upgraded to an excellent “AA” in Noor Bank’s records. For Etihad Bureau records a batch file submission has already been sent by Noor Bank to the Al Etihad Credit Bureau (AECB) authority, to make the necessary changes in their records. This process is expected to take another week for the AECB authority to complete.

Noor Bank’s Customer Experience Unit contacted Mr Abdul Hakkim and informed him that it will take two working days to reflect the Central Bank rating correction. The customer has also been informed that necessary action has been taken from Noor Bank - by submitting the file to AECB authority in order to make the necessary changes in Al Etihad records. Mr Abdul Hakkim has acknowledged the bank’s resolution to the matter.

Noor Bank wishes to assure all customers of our best service and prompt response to any complaints and grievances they may have.

Mr Abdul Hakkim responds: Yes, the issue was resolved and they gave me a copy of the no liability letter as well. Thank you for your great help in solving this issue for me.

(Process initiation: June 28. Response from organisation: July 3. Reader confirmation: July 3.)

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.