Reader's issue addressed

Account closure

I had been a customer with Abu Dhabi Commercial Bank (ADCB) for the past three years. I recently moved to HSBC as my new company was registered with this bank for salary transfers. HSBC agreed to buy out my loans and clear my credit card dues to get the clearance from ADCB and issued a cheque for the same amount.

They rejected the cheque for reasons that were not logical and each time they came up with new bank policies. I had to pay Dh900 to get a clearance letter from ADCB as I had to pay them each time I applied for the same.

Finally the bank agreed to accept the cheque and clear the loans and credit card dues.
The agent asked me to pay a minimum amount for the credit card payment as she did not know the duration for the cheque clearance. I made a minimum payment at the cash drop machine.

The machine was faulty (it does not work for most days of the month, I usually had to visit at least two machines to make my payment every month) and the amount got credited four days later. So I was charged a late payment fee.

Now all my loans and credit card dues with ADCB have been cleared and I have cancelled my credit card. There is an extra amount (which is the result of the minimum payment made) in my credit card and I want that amount reversed to my account.
ADCB is taking a stand that I need to pay an amount of Dh75 to get this amount refunded.

From Mr Lejesh Bhaskaran
Dubai

The management of ADCB responds:
Many thanks for your enquiry, based on which we hope to resolve the situation for our customer as soon as possible.
It is important to note that 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.
All ADCB customers can contact this unit 24/7 on 800 2030; or call collect +97126210090 from outside UAE; alternatively they can visit our website (www.adcb.com) from where they will be able to log their complaints, recommendations or suggestions.
Please be advised that all cases are investigated promptly and thoroughly to reach the best possible resolution for the customer.
In the interests of customer confidentiality and information security, each case’s outcome will be communicated directly and only with the customer and not through mainstream media channels.

Mr Bhaskaran responds:
I would like to thank Gulf News for taking up this problem and help find a reasonable solution. The bank has now refunded Dh75 back to my account. But I would like to stick to my complaint. Moreover I have lost more (almost Dh800) just for closing my account and getting a clearance letter. So I stick to my complaint.

ADCB responds:
Thank you very much for your constant cooperation and communication with us in the endeavour to best serve our customers and resolve their issues. Kindly note that this case has been thoroughly investigated and it is closed from our end, as such there is no more investigation that can be carried out.

Mr Bhaskaran responds:
I am not expecting any more service from the bank.