I had a loan from a bank and required a top-up loan. After comparing the offers, I decided to leave my bank and move to Noor Bank due to their promised competitive rate in the offer letter. But after the loan got approved I found I have been misled in the loan calculation. The relationship officer had promised 2.75 per cent as a fixed rate without mentioning any other cost, and a grace period of two months, free of cost, then I can start to pay (the first instalment after three months). He asked me to sign a blank application form and told me that he will fill out the form later, as he is seeking some more discount. After the loan processing, I was surprised as the payment will start next month of receiving the money; a huge deduction at the start (processing fees, Takaful, and so on), which was never discussed in the beginning.

I called the agent and his answer was: “Don’t worry, your case is under revision as the discount is coming after the processing of the whole loan; but I found he is not committing to me again. I logged a complaint, and their final reply: “We have verified your case and it seem perfect. Since you signed it means you read and reviewed the terms and conditions,” regardless of the evidence given to them and my request to retrieve his calls to my mobile numbers.

An unfair investigation is happening. Then I met the sales team, but the impression was, they are trying to find a way to protect the agent, despite showing them a handwritten paper from him when he was explaining the loan to me, and ignoring many mails I sent to the sales officer requesting for loan details, with no response. And my request to retrieve the call he made from the bank to my mobile numbers.

It might be my mistake going on in goodwill and trusting the bank agent as he is representing a reputable bank. And depending on the received offer letter whether they were hiding any information related to any initial deduction.

The reason I am contacting Gulf News is to help me get my complaint communicated to the bank management (not sales team) and help me to get my rights and have a serious action to protect their customers, as misleading people may lead to serious financial implication and troubles. Your action in this matter would be highly appreciated.

From Mr Mohammad Salem


The management of Noor Bank responds: Noor Bank is committed to finding an amicable and fair solution towards any customer complaints. We are always transparent with our customers. This starts with acknowledging the problem raised by the concerned individual and working towards a swift resolution.

Soon after we received Mr Mohammad Salem’s complaint from Gulf News, our Customer Experience Unit investigated this matter.

After we concluded the investigation, Noor Bank contacted Mr Salem to resolve the issue he raised. He mentioned that he was charged with a processing fee and Takaful charges on the finance he availed from Noor Bank – and alleged that the bank had not mentioned these fees during their initial discussion. Our records show that the application was booked with complete adherence to compliance, and proper acceptance of the customer.

While we had clearly explained to him the process we followed while disbursing the finance, we have in this instance offered to reverse the charges and the fee.

Noor Bank wishes to assure all customers of our best service and prompt response to any complaints and grievances they may have.

(Process initiation: February 27. Response from organisation: March 2. Process completion: March 19.)

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.