I deposited Dh5700 via an ADCB ATM on Al Mina Road. The machine accepted the cash but it did not deposit the money to my account and the same day I issued a cheque to someone, in which he took to the bank on October 2, 2014. However, I got to the bank to report the incident and got the cheque stopped and spoke with the branch manager. However, I was told that he cannot help me and that I have to wait. Despite sending several emails about the trouble that this would land me in, the bank did not do anything to help me out. The person whom I had issued the cheque to went to the bank again on the evening of October 2, but they had still not cleared the cheque and now the person is filing a law suit against me.
I request your kind help with this matter as the bank has not done anything to help me out.
From Mr Shiraz Raza
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 Shiraz Raza’s incident, a technical error has occurred in the ATM used and thus the amount has been deposited in the customer’s account after few days. Upon checking the customer’s account, there was no cheque returned since the payee didn’t submit the cheque to the bank. The customer has been contacted and informed of the same and we apologised to him for any inconvenience caused. 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: October 31, 2014. Response from organisation: November 25, 2014)
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