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I had a personal loan with First Abu Dhabi Bank (FAB). It took FAB two and a half months for them to issue a liability letter for my loan. I visited the branch practically on a daily basis, to get an update. I then lodged a complaint about this issue during my second month of waiting.

It is bad enough that the liability letter is only valid for one week, which is shorter than other banks. I had to pressurise my other bank to get the loan settled, and they did so on February 6, 2018. I was told it would be ready within 10 days. I also informed the branch manager of the particular FAB branch about this, and still nothing. Even the branch manager doesn’t seem to know why it is taking so long.

I’ve been continuously going to the branch since the email, to get updates, and am still being told that when it is ready, they will call, without any specific dates. The manager had reapplied for a clearance letter, hoping it would be settled faster. I received an SMS on March 13, stating I would be contacted soon but still, there is no response.

I have some balance from the loan because FAB is taking a long time to issue my liability letter, and I need to use it, as my wife gave birth recently. I need the balance to clear up my expenses and credit card bills, and FAB isn’t helping me at all with this long wait.

I am hopeful that Gulf News can help me resolve this issue as soon as possible.

From Mr Byron Jeremiah

Abu Dhabi

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 clearance letter has been issued and is available at the Marina Mall branch. The Bank tried informing the customer, however the customer is out of the country.

(Process initiation: March 18. Response from organisation: March 21. Process completion: March 26)

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.