I applied for a liability letter in August 2017 at the Mall of Emirates branch of National Bank of Abu Dhabi (NBAD), which is now First Abu Dhabi Bank (FAB). They said it would be issued in 10 working days. In that time, they called me and told me about an offer to which, I did not agree. I asked them to issue me the letter and they agreed to do so. After 15 days, I called them every day. They are always sending an email to the concerned department to contact me; but nothing has happened and nobody has called me. I put in a complaint and upon follow-up, they said I had been contacted and another person answered the phone, so they closed the issue. Then I asked them which number they had called and found that it was my old number. Their system has been updated with my new number since the past six months and they have already contacted me for their offer on my new number. So why are they now contacting me on my old number? They are not willing to give me the letter. Nobody is responding and nobody cares about this. Already, 27 days have passed.

From Mr Prasant Kumar Sahoo


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 Sahoo, and the matter has been resolved.

Mr Sahoo responds:

They delayed the matter for two months and only yesterday, I received the letter.

(Process initiation: September 17. Response from organisation: October 18. Reader responds: October 19.)

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.