Reader complaint
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What’s the use of No Liability letter?

I got personal finance from Noor Bank in 2015, which I closed in full, in December 2018, and I asked when it would be removed from Al Etihad Credit Bureau (AECB). They said yes, we update our records at the Bureau every month and it will be removed then. As I keep getting calls from various bankers, to avail credit card or personal finance, I decided to proceed for a credit card with another bank in February 2019, but then I got to know from them, that my monthly installment is still showing in AECB system and my Debt Burden Ratio (DBR) is quite high, to go ahead with their credit card, which made me upset.

Then I approached Noor Bank officials again and they said their system doesn’t show any outstanding in personal finance and advised me to bring AECB statement. I told them it will cost me, and I feel no sense in bearing extra cost, on which I requested for No Liability Letter as well, for which I paid around Dh60 and believed some action will be taken at least now.

Recently, I got a good credit card offer in July 2019 from Najm, for which I proceeded, but again got to know the same story that Dh1,627 monthly amount is showing in AECB.

I visited Noor Bank at Al Majaz, but got to hear the same from them that their system shows nothing, and I need to bring AECB statement. I told them it should be initiated from your end, especially when I got No Liability Letter as well. They said they cannot take any action unless I bring AECB statement. I was so upset that I closed my account with them. But I don’t know if it’s still showing in my DBR or not.

Kindly help me out to resolve this matter, as this is spoiling my DBR despite having no liability.

From Mr Bharat Sharma

The management of Noor Bank responds

Noor Bank is committed to finding an amicable and fair solution towards any customer complaints. We are always transparent with our customers. This starts with acknowledging the problem raised by the concerned individual and working towards a swift resolution. Soon after we received Mr Bharat Sharma complaint from Gulf News, our Customer Experience Unit investigated this matter further.

After a further investigation, Noor Bank contact Mr Bharat to resolve the situation. Customer raised a complaint on discrepancy in his AECB report, our team quickly accessed the case and made rectifications in Bureau records, we have updated customer contracts as closed with zero outstanding and the same has been informed to customer from our end and customer is happy with our resolution.

Noor Bank wishes to assure all customers of our best service and prompt response to any complaints and grievances they may have.

Mr Sharma responds

Thanks Gulf News, I don’t have words to thank you enough. I had been chasing them, through different means, since last year, to correct this but nothing happened. It was your intervention only that made it possible, again Thanks a lot.

(Process initiation: November 11, 2019. Response from organisation: November 14, 2019. Reader confirmation: November 14, 2019.)