Unsettling information

I used to have liabilities with Abu Dhabi Commercial Bank (ADCB) that should have been closed by now and listed as not active under Al Etihad Credit Bureau reports, since I’ve settled them all. However, my liabilities are still active under the Bureau, despite the fact that they are not recent and should have been deactivated a long time ago.

The settled liabilities from my end are as follows :

1) Salam Personal Finance, which started on November 6, 2014, is showing an outstanding balance of Dh50,357.

2) Salam Personal Finance, which started on January 20, 2015, is showing an outstanding balance of Dh251,708.

3) Leveraged loan (cancelled credit card) is showing as active, with an outstanding balance of Dh100,000.

I contacted ADCB before going to Al Etihad Credit Bureau on February 13, 2016, to collect the credit report and the call centre informed me that the settled loans were showing as active, due to the active current account. It needed to be cancelled, so I went to one of ADCB branches in Abu Dhabi, next to the Exhibition Centre, and requested account closure. I received an account closure confirmation certificate on February 15 and acquired a ‘no liability’ letter on February 13.

I also raised an objection request in Al Etihad Credit Bureau, and asked them to contact ADCB, providing them with the letters and all the details required. They told me it would take 15 to 20 days. It has been 15 days already and I went again to the Bureau. They have informed me that there has been no reply from ADCB regarding my case.

From Mr Mohammad Khalfan Al Dhaheri

Abu Dhabi

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 Al Dhaheri’s issue, please be advised that our Quality Unit has investigated the matter and confirmed that the card, as well as the two Personal Finances (Salam), were closed, however same was not reported to Etihad Bureau. Therefore, the concerned department is in touch with Etihad Bureau to communicate the current status of the customer and a Dispute Resolution letter has been issued and sent to the customer. Case is closed now.

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: March 8. Response from organisation: March 17. Process completion: March 28.)

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