I have had a credit card from First Abu Dhabi Bank (FAB) since 2015. Recently, I decided to close the credit card and paid the entire amount, as shown on the liability letter. I did it due to a take-over from another bank. I submitted all the documents at FAB’s Mirdif branch in Dubai, including a guarantee letter and manager’s cheque, on January 31. The money was credited to FAB on the same day. After a few days, I asked for a clearance letter. The bank replied that they had lost my guarantee letter while sending it to their Abu Dhabi branch. I visited the branch many times and met the branch manager but they didn’t pay any attention to my case. Meanwhile, the other bank already started taking equated monthly instalments (EMI) over a period of two months. FAB put me in a terrible financial situation and I raised many complaints through their customer care centre, but they did not take any action. I humbly request Gulf News to get involved in my case.

From Mr Mohammad Noufal Rasheed


The management of FAB responds:

FAB supports the growth ambitions of its stakeholders and goes beyond financial products and services, and as such, we are grateful for all customer feedback as we strive to consistently deliver the highest standards of service. The bank has been in contact with Mr Rasheed, and the matter has been resolved to the customer’s satisfaction.

Mr Rasheed responds:

On April 16, I received a call from FAB saying the letter was ready. I have been chasing FAB for more than two months regarding this matter. Thanks for the support.

(Process initiation: April 5. Response from organisation: April 17. Process completion: April 17.)

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.