Please return my letter

I am writing to express my regret in choosing to bank with Abu Dhabi Commercial Bank (ADCB). I had applied for a personal loan with ADCB and the same was not approved.

Since my employer had issued a Salary Transfer Letter (STL) to ADCB, I have become obliged to transfer my salary to ADCB even though I don’t have any personal loan with the bank. In order to shift to another bank, I either need to return the STL to my human resources department or else, provide a clearance letter from the bank.

ADCB is neither returning the STL nor issuing a clearance letter stating that I have a credit card with them. Please help me sort this matter as ADCB has no right to oblige me to transfer salary to them.

I tried complaining to the sales representative and they aren’t even concerned. A customer service representative at the Dubai Mall branch confirmed that the STL can be returned.

From Mr Mohammad V. Rehan


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 Rehan’s issue, please be advised that our Quality Unit has investigated the matter and confirmed that the customer applied for a loan, which was rejected since the bank’s criteria were not met. Customer requested the bank to return his original documents, yet, as per the bank’s policy, such documents can’t be returned to customers. However, as a service gesture from the bank, the original STL was handed over to Mr Rehan, who expressed his satisfaction with the resolution. The case is closed.

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 Rehan responds:

I personally thank Gulf News for resolving my issue with ADCB. I can confirm that I have received the STL, which was personally delivered by an ADCB staff member. I appreciate their action on the same and thank them and the management of the bank, as well.

(Process initiation: February 2. Response from organisation: February 7. Reader confirmation: February 7.)