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I called Emirates NBD’s customer service centre for my No Liability letter in December 2017, and clearly requested them to give me full information for the same. The call centre agent said I would receive it within 11 days. For that, Dh100 was deducted from my account and after 11 days, I got a call from Emirates NBD, Abu Dhabi, that my liability letter had been received.

Despite clearly mentioning to the agent that I wanted a No Liability letter, he issued me the wrong document, and didn’t give me any information about closing my card. I registered a complaint for the same, and got an apology call with the bank accepting its mistake.

After that, I closed my card and paid all my dues. In January, I received a call that I would need to pay Dh12 tax for the card. I don’t know why I received this message, because I cleared everything before VAT came into place.

I went to the Abu Dhabi branch for my letter, but the customer service agent said they could not help, as the call centre works differently. I called the call centre and explained to them that the charges should be reversed, as they had issued the wrong letter. The call centre agent took my request down and promised to call back, but I never received a follow-up call. Every time I call them, I have to repeat the whole story to a new representative, which is frustrating.

Now, they say I need to wait for at least 45 days to apply for my clearance letter after closing my card account.

From Ms Saritha Nair

Abu Dhabi

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team provided Ms Nair with the necessary clarifications and the matter has been resolved to her satisfaction.

As a service gesture for the customer’s relationship with Emirates NBD, the Bank has arranged to reverse the Liability letter charges and the VAT levied on her credit card. Moreover, the No Liability letter has been issued and is readily available for Ms Nair to collect.

We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.

Ms Nair responds:

I am glad Gulf News helped me resolve my issue with Emirates NBD. They reversed the charges and helped me to get my No Liability letter. Thanks for the assistance provided. Keep up the good work.

(Process initiation: February 25. Response from organisation: February 28. Reader confirmation: March 5.)

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