My bank, First Abu Dhabi Bank (FAB), have taken over 20 working days over their specified time period of 10 working days to provide me with a liability letter to close my credit cards and consolidate my debt. The cards are just accruing interest while they offer no explanation as to why it is delayed.

An update on the details of the complaint. The process of me closing my credit cards was started in October 2017 and due to various inadequacies of the bank, it is still not fully resolved. I have been waiting for the bank to issue me a clearance letter despite the credit cards finally being paid off and closed since January 24. This is stopping my personal bank from being able to disperse money from my loan needed to pay off my other cards, which are now accruing interest for months due to the bank’s inability to meet their own deadlines set by themselves. The section of FAB responsible for issues by the letter will not respond to any correspondence from the manager and other staff of my local branch, which seems highly unprofessional and frustrating for myself.

From Mr Christian Chung


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 the customer and the matter has been resolved.

Mr Chung responds: It has been resolved now.

(Process initiation: March 22, 2018. Response from organisation: March 25, 2018. Process completion: May 25, 2018)

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