I had a loan top-up done with Abu Dhabi Commercial Bank (ADCB). It is usually understood that the old loan must be fully settled and terminated before any new loan or top-up loan is processed. And any remaining amount from the old loan is carried forward to the new loan. The loan amount was dispersed on November 2, 2015, and my new equated monthly instalment (EMI) date is 5th of every month starting from December 5. But I was surprised when my account was debited on November 28 with the cheque, which was given to ADCB against a previous loan — and it got cleared. I called ADCB’s call centre but they are not ready to understand my issue. Instead, they gave me the direct number of their smart loan help desk. I have tried that number several times but have received no response.
I should have requested the bank to return my cheque from the previous loan. Now, I am worried if the cheques of previous loans are debited every month, as no one is ready to listen to me on the telephone numbers provided by ADCB.
Kindly help me in reaching the concerned person at ADCB.
From Mr Mohammad Sharif
The management of ADCB responds:
Thank you for your cooperation and communication with us in our 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 Sharif’s issue, please be advised that our Quality Unit has investigated the matter and confirmed that the customer has applied for loan top-up, which was approved and disbursed in November 2015. The new loan was booked under DDS (Direct Debit from other bank) recovery mode, however, the PDC’s (Post Dated Cheques) for the previous loan were not withdrawn (which was initially submitted by the customer for EMI recovery), resulting in presentation of PDC for November 2015 instalment. Accordingly, a manager’s cheque for the debited amount has been issued and collected by the customer for the excess amount recovered. Case is closed.
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 you for bringing this issue to our attention and hence giving us the opportunity to further our servicing to our valued customers.
Mr Sharif responds:
I am very thankful to Gulf News for taking my complaint to ADCB. They have solved the issue.
(Process initiation: December 7. Response from organization: December 22. Reader confirmation: December 23.)
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