I had an appalling experience with Abu Dhabi Commercial Bank (ADCB). I started receiving text messages reminding me on an overdue amount for a car loan, which I had fully settled.
Since ADCB was partnered with an automobiles company and would extend car loans to their customers, I took a five-year vehicle loan from them in April 2012 at the time of the purchase of my car. As advised by the customer service executive from ADCB at the showroom in Deira, I submitted 60 postdated cheques, with the last having matured on May 2, 2017. None of the cheques bounced throughout the tenure of the loan.
Although my last cheque got presented and matured on the agreed date, I started receiving overdue text messages. Upon inquiring, it came as a complete surprise to me when the bank said that their records were reflecting an outstanding amount of Dh35 from me.
However, the bank could not provide any details or the basis of this balance amount. Despite the fact that I wanted to take up this matter with a senior officer, I was neither given access to nor the name of the bank official with whom I could clarify this, since I was told that the policies and processes of ADCB do not permit disclosing this information.
After an enormous struggle, I was given the name of his superior, but he was not willing to talk to me nor had the courtesy of returning my request.
I am extremely surprised that I am being told that there remains an outstanding amount of a mere Dh35 without any basis, especially when I have paid the entire value of the car without any default either in terms of time or amount. I almost feel humiliated and thoroughly disgusted due to unfair accusations.
From Mr Bhavan Sivathondan
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 Sivathondan’s issue, please be advised that our Service Quality Unit has investigated the matter and confirmed that there was no lapse from contact centre staff in calling back the customer. The remaining amount in the auto loan account is usually due to a system interest calculation overall on the loan amount, which is a normal practice in the banking industry during the repayment period of 60 months; the process was explained to the customer, who understood that this is not an overcharge.
However, as a service gesture the bank has waived off this amount and closed the auto loan in the system. The customer is satisfied and 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 Sivathondan responds:
I appreciate Gulf News’ help in resolving this matter. A bank officer contacted me to inform that they have removed the incremental charges.
However, I think it is imperative to highlight that the process of calculating an extra charge over and above the instalment amount was never explained by any of the bank staff. I still can’t reason out this calculation. However, I thank you for all your effort.
(Process initiation: June 13. Response from organisation: June 19. Reader Confirmation: June 20.)
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at firstname.lastname@example.org.