I would like to highlight my issue with National Bank of Abu Dhabi (NBAD – now called First Abu Dhabi Bank, FAB). On May 31 they have suddenly cancelled 75,000 points, and I reported this issue on June 21. After discussing with four different agents, they all were not able provide me with reasons for this issue.

I escalated to their supervisor, who advised me that they will give feedback by July 4, however there were no return calls by the team. I called back on July 4 and 5, with no success at any receiving return calls. After several heated discussions with their agent on July 6, they were forced to bring their supervisor on the phone, who said he could not do anything but could just raise a complaint.

The complaints team came back to me on July 10 stating that they have a system glitch and they would come back to me on July 16. I have called every day hence, however their agents respond that the complaints team will call back. Until now no call back has come from the NBAD complaints team.

I request Gulf News’ help to resolve this issue. One month for a system glitch is very long and we customers should not be experiencing such behaviour from banks.

From Mr Emmanuel Ching


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 Emmanuel Ching, and the issue has been resolved.

Mr Ching responds: I got the NBAD stars points today. To Gulf News team, thank you very much for your help. To NBAD, thank you for the quick support after Gulf News intervention.

(Process initiation: August 10. Response from organisation: August 15. Reader confirmation: August 17.)

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.