I applied for a liability letter in November 2017, at the Mall of the Emirates branch of First Abu Dhabi Bank (FAB). They said it would be issued in two weeks.

In the first week of December 2017, they called me and told me about an offer, to which, I did not agree. The person who called, confirmed that the letter would now be issued within two to three working days. But, more than a week passed and I was still struggling.

I called them every day regarding this issue, and they always sent an email to the concerned department to contact me; but nothing happened and nobody called me.

I finally got the letter, but it took 25 days! Unfortunately, when the bank called me to collect the letter, I was out of the country and they issued a letter, which was valid for just seven days. So, by the time I received it, it was about to expire.

So, I raised another complaint and their complaint department apologised and told me to apply again and confirmed that they would reissue the letter within three to four working days. I applied for the liability letter on January 8, 2018, in their Yas Mall branch in Abu Dhabi, and till date, I have not received the letter.

I call them on a daily basis and every time, they give me the same response — that they are following up with the concerned department, but they cannot give me a timeline. My complaint for this issue is now almost 10 days old.

From Mr Anwar Akhtar

Abu Dhabi

The management of FAB responds:

FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service.

The bank has been in contact with Mr Akhtar and the matter has been resolved.

Mr Akhtar responds:

The problem has been resolved now.

(Process initiation: February 5, 2018. Response from organisation: February 5, 2018. Reader confirmation: February 7, 2018.)

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.