I have two credit cards with Emirates NBD. I paid the outstanding amount and surrendered the credit cards to the bank. To get a clearance letter, I paid Dh100.

I cleared the payment and any outstanding amount, along with the excess charged on the credit card as part of the liability letter’s computation.

When I spoke with the bank’s call centre agent, he said it takes a minimum of 45 days for them to issue a clearance letter, and cited some UAE Central Bank guidelines. I asked him to show me the regulations, which restrict the bank from issuing a clearance letter.

Each payment is first approved by the bank, and subsequent to the submission of bills does the bank release the payment. So, if a card does not have any such issue, why should there be a delay?

Credit card issuing companies do charge a significant amount with regard to interest, still, I feel they find ways and means to trouble customers. When they cite regulations, and we ask them for more information, they fail in doing so and ask us to visit their branches.

There should be a quick process for card closure and for providing a clearance letter. In earlier days, when there was no online system available, it makes sense, but in the current digital age with proper access and approvals, why should there be a delay?

Generally, people tend to forget such cases, and it remains with the Credit Bureau, causing an inconvenience for customers.

From Mr Srinivasa Rao Nandi Raju

Umm Al Quwain

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Raju and resolved the matter to his satisfaction.

We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.

(Process initiation: December 31, 2017 Response from organisation: January 8.)

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