I would like to share a bad experience I had with Abu Dhabi Commercial Bank (ADCB). Due to poor customer service, I ended up paying Dh2,000 as a fine.

Recently, I changed my job and moved to another company. During the transition, ADCB froze my salary transfer account due to an existing loan. During the process, I was in the UAE without a salary for almost three months and had managed to clear my equated monthly installments (EMI) monthly.

The bank even adjusted my end of the benefits, transferred from my previous employer to the loan EMI, during the month of June and in no way did I have an issue with that.

During the month of July, I managed to submit my Salary Transfer letter from my new employer, along with the new visa copy and other documents as well. The bank assured me that the account would be released immediately, as my new employer was listed with the bank. I completed the documentation process with the bank by July 25 via email and personally visited the branch by July 27. There, I ensured that the account had enough funds to clearing the incoming cheque.

Furthermore, I requested the bank to unfreeze my account at the earliest, and highlighted that my incoming rent cheque was due by August 3.

The bank assured me that the account would be released immediately and there was no need for any concern.

Even though the bank reassured me, what they said never happened, and I kept on calling the bank to raise the same issue. On the August 4, I received a text message regarding the cheque return and my real estate developer called me, asking me to pay the outstanding rent, along with an administration charge of Dh2,000 as penalty.

The very next day, I visited the real estate developer and cleared the payment, along with the cheque amounting to Dh2,000, for which, they had provided a month’s time for payment.

I visited ADCB’s Sharjah Al Mina branch and raised my concerns. I requested them to issue a letter addressed to the real estate developer, mentioning technical issues, which resulted in the cheque bouncing. I met a representative from their customer care department and her reporting manager.

I realised that the manager was aware of the situation and had guaranteed full support for getting a letter addressed to the real estate developer. I presumed that such a letter would clarify about the cheque return and thereby help me overcome the fine payment.

I visited the branch again on August 5 and August 12 to meet the representative. I still keep on calling and I regret to say that they have not bothered to return my calls.

I am confused and do not know to whom to approach now.

The money, as always, is hard-earned and I am just recovering from a period where I managed to survive without any salary while in transition. I request Gulf News’ kind support as I believe this fine,which was imposed on me, is for no fault of mine.

From Mr Biju Appukuttan


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 Appukuttan’s issue, please be advised that our Quality Unit has investigated the matter and confirmed that the customer’s ‘End of Service Benefit’ was received on June 29. He was initially contacted on July 3, advising him to produce the required documents as soon as possible, in order to release his account and continue with the loan. However, the same was not done until July 30, although he was employed on July 10 and visa stamped on July 19.

Post receiving the documents, we tried to reach the customer on the registered number on July 31 to discuss the status of his loan, post being employed by another employer, however, the customer was not contactable. Customer later has called our Contact Centre and has provided another contact number on which he can be contacted. Our Liaise team were able to reach him on August 1.

Customer, knowing he has a cheque hitting the account on August 2, should have provided the documents the moment he received them and before the cheque presentation date. We have contacted the customer and explained to him that there is a turnaround time for every request and there was no delay from our side. Customer has finally agreed and is okay now.

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 Appukuttan updates:

I confirm the issue has been resolved. Thank you for the support extended.

(Process initiation: September 19. Response from organisation: September 26. Process completion: October 31).

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.