I had an account with Abu Dhabi Commercial Bank (ADCB) for many years. My credit card limit was Dh20,000 and today was the due date for the month. I had a credit shield facility from bank and once I lost my job, I was entitled to insurance for the entire amount due. Despite that, I received a text message stating that the whole amount in my account had gone against the credit card payment.
I had not even a Dirham for my day-to-day activities, other than Dh200, which I had withdrawn before the whole amount was confiscated. My old company cannot cancel my visa at the moment, and I haven’t received my settlement. I am functioning without money and my personal relationship manager at the bank cannot help me with this issue.
From Mr Lebeza Alem
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 Alem’s issue, please be advised that our Quality Unit has investigated the matter and confirmed that an email was sent to the customer in order to provide us with the required documents in order to process his credit shield insurance claim. We would like to clarify that in order to verify his current employment status, prior to releasing each instalment, the Insurance Company will require a copy of his passport and a self-declaration letter of unemployment. The same has been advised to the customer and the case is closed from our side.
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: July 18. Response from organisation: July 21. Process completion: July 27.)
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at firstname.lastname@example.org.