I went to Abu Dhabi Commercial Bank’s (ADCB) Al Qusais Branch to inform them that I had a loan and a credit card with them, but had lost my job involuntarily, due to the cutting of costs and staff on August 2, 2016. I showed them my termination letter and requested for insurance, as mentioned in their personal loan documents. Before I signed it, I saw that it was clearly mentioned that due to the involuntary loss of job, insurance may take over the payment for a maximum of 180 days, but unfortunately they didn’t accept it. The reason was that they wanted my passport with a valid visa stamp from the previous employer, in order to request for insurance, which is impossible to do. As far as I know, the UAE law states that working/residence visa would be cancelled by the previous employer automatically, during the date mentioned on the termination of contract.

Now, I am seeking for assistance from ADCB through Gulf News, on how to sort out my incoming payment. If it is paid temporarily, I can continue looking for new job opportunities.

From Mr Jessie Gregorio


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 Gregorio’s issue, please be advised that our Quality Unit has investigated the matter and confirmed that the customer is not eligible to avail the credit shield insurance as he didn’t initially sign up for it and the loan insurance covers only in case of death. The customer has been contacted and informed of the same. The case is closed 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.

(Process initiation: August 21. Response from organisation: August 25.)

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.