I have a complaint about First Abu Dhabi Bank’s (FAB) delay in releasing of clearance letter.
I started the process of settlement by requesting the liability letter last May 3, 2018. The bank manager in Madinat Zayed told me to deposit Dh1,000 because I have an Easy Payment Plan (EPP), which was not included in the liability report. So I deposited Dh1,000 to continue with the process.
Emirates Islamic bank was able to provide cheques based on the information on the liability letter. The cheque for personal loan and credit card was cleared on May 16.
The problem is my salary for May was placed on hold because according to the customer service, my clearance letter was not released. I went to the branch to complain on May 26. They allowed me to withdraw half of my salary, the other half is still on hold. My salary should not be placed on hold because it is not included in the settlement and the cheque was already cleared. The branch manager in Madinat Zayed told me that the release of the clearance letter is out of his hand. On the same day I received an SMS that my application for clearance letter was registered.
I called the customer service of FAB and confirmed that my personal loan is already closed but my credit card is still open. I still have Dh5,144 in my account that should be released and an excess amount of Dh1,527 on my credit card to cover the EPP. I have no idea what’s keeping them so long to close the credit card since there is enough money to cover for hidden charges. The customer service pointed out that the branch should make an action on this but the branch manager is saying he can’t do anything about it.
It is already June 6, but the clearance letter is still not released. I had been begging numerous times to FAB customer service to send e-mails and make calls to the branch but they say there is no reply from the branch.
Please Gulf News help me on this matter. I need that money to send for my family.
From Mr Alexander Geromo Avila
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 Avila, and the matter has been resolved.
(Process initiation: June 20. Response from organisation: June 28. Process completion: June 30.)
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