Give me a reason
Abu Dhabi Commercial Bank (ADCB) has unfrozen my account and given me access to partial funds. However they are holding my gratuity, informing me that they will settle this against my personal loan. I told them that I intend to continue paying my Equivalent Monthly Installments (EMIs) as usual, as there has been no lapse in my employment and I will continue to keep all my accounts current. However, they said that since the new company I have joined is not listed with ADCB, they will adjust my gratuity towards the loan, which I find unreasonable.
I only want them to reinstate my gratuity and let me continue paying my EMIs. They have given the loan to me and not to my company, hence I don’t see what my new company’s listing has to do with my ability to pay my loan.
Please help me get through to them.
From Mr Abdul Jabbar
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.
It is important to note that 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.
All ADCB customers can contact this unit 24/7 on 800 2030; or call collect +97126210090 from outside UAE; alternatively they can visit our website (www.adcb.com) from where they will be able to log their complaints, recommendations or suggestions.
Please be advised that we have directly communicated our feedback to the customer and this case has been closed from our end.
Mr Abdul Jabbar responds:
Thank you very much for contacting the bank on my behalf. They had indeed contacted me, however they did not provide any resolution and are still doing what I did not want them to do, which is to hold my account and use my gratuity to settle my personal loan. So the resolution is not satisfactory, and I do not consent to them deducting my gratuity and holding the sum.
The bank has not provided me with a resolution.
First off, it is important to note that customer satisfaction is at the very top of our agenda, which is why we have an established a Service Quality Unit that is dedicated to handling all customer enquiries and complaints.
While we cannot comment on the specific case, we do our best to solve every issue in the best interest of the customer. We understand that there will continually be differences of opinion on the outcome of certain cases.
This is why we urge all customers to contact our Service Quality Unit 24/7 by phone, e-mail or web, should they need any further clarification on their complaint. Our unit also gives customers the platform to provide us with recommendations or suggestions on their outcomes.
We take all cases seriously and search to find the best outcome for both the customer and the bank.
Mr Abdul Jabbar updates:
I appreciate the follow-up and intervention and it has indeed helped me. Thank you Gulf News, for the support.
(Process initiation: July 14. Response from organisation: July 21. Process completion: August 10.)
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