I would like to highlight an issue I faced when dealing with Abu Dhabi Commercial Bank (ADCB), with regard to my credit card. I have been using the ADCB credit card, making prompt payments for many months. I have never defaulted and always pay on time. However, last month, I was in an emergency and in spite of making arrangements, the payment was delayed only for two days.
I had spoken to bank agent, who refused to not take on board any requests with regard to this late payment charge. I am going through a tough phase right now and cannot afford to make Dh275 as an excess payment. I request the bank to consider my past track record and the genuine reason I had, because of which, the payment was delayed. I want them to look into getting the charges reversed.
I don’t want to become a defaulter, however, considering my situation, if the bank can reverse this late payment charge, I can make the remaining payment and continue with the card, or cancel it. I request Gulf News to kindly look into my situation.
From Mr Thajuddeen Chirakkara
The management of ADCB responds: Thank you for your cooperation and communication with us in the endeavor 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 Chirakkara’s issue, please be advised that our Service Quality Unit has investigated the issue and confirmed that the customer’s credit card due date payment was April 9, 2017. Customer has paid on April 11, 2017. On account of this delay in payment by two days, late fees of Dh275 was levied to the credit card on April 10, 2017. Based on customer request and as a service gesture, the Late Fee charges have been reversed. The customer has been contacted and advised of the resolution. Customer is satisfied and 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.
Mr Chirakkara responds: Thank you very much Gulf News for taking this issue to ADCB. I confirm here that based on the request, the bank has reversed the late payment charges levied and subsequently updated me the details. Appreciate your kind help in this regard.
(Process initiation: April 19. Response from organization: May 4. Reader confirmation: May 4.)
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