I have been an Emirates NBD customer since 10 years now. I would like to change my bank account to National Bank of Abu Dhabi (NBAD).

So, I went to Emirates NBD’s Sharjah branch for a liability letter, and they promised I would receive it in seven days. After seven days, when I went there to collect it, they demanded an initial loan approval offer letter from NBAD, without specifying any particular format.

After a week, when I gave them the initial loan approval offer letter, they accepted it, and said the liability letter would be ready in 10 days. Later, they called and said they needed a new initial approval letter with a different format, mentioning what interest rate NBAD is offering.

No bank will disclose to another bank what interest rate they are going to give the client. They have been treating me like this and making me wait for two hours, and not helping as per my needs. Please take appropriate measures, so that customers are not harassed in the future. I would appreciate if Gulf News can take action.

From Mr Mohammad Nishad Vazhayil, Sharjah

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team provided Mr Vazhayil with the necessary clarifications and the matter has been resolved.

We wish to clarify that due to the incomplete details on the offer letter from the other bank, there had been a delay on the approval of the liability letter. Furthermore, on October 19, 2015, we received the completed offer letter from the other bank and the request for Mr Vazhayil‘s liability letter has been processed as appropriate.

We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.

Mr Vazhayil responds:

Thank you Gulf News your kind support. The issue is now resolved.

(Process initiation: October 22. Response from organisation: October 27. Reader confirmation: October 27.)

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.