Customer’s issue resolved with bank
Reader waited for a month to receive a clearance letter
Iwould like to raise a complaint against First Abu Dhabi Bank (FAB) with regard to issuance of my clearance certificate. I went to their branch in Abu Dhabi Mall on January 2, 2018, and submitted the liability letter that they had asked me to submit, along with a bank cheque for the settlement of my credit cards.
The agent informed me that it would take five to seven days to process. I had not heard from them since my application, so I decided to go back on January 15, but the staff told me that it was still under process and I would have to wait.
It shouldn’t take this it has been more than weeks now.
Another concern I have is that I filed a dispute form in November 2017, because my credit card was used by a fraudster online while I was out of the country. I called the bank to ask them to block the card on the day it was used and to revert the amount, but to my surprise, the agent told me to wait for the clearing date to see if the money would be claimed, and I would need to pay that amount as part of my monthly dues to prevent any penalties.
I kept calling them to follow up with regard to this issue, but have had no luck. I’ve been a very good customer with them, paying my dues on time. I don’t know why they’re treating me like this. I hope Gulf News can help me with regard to these issues. From Ms Julie Ann Ocubillo Abu Dhabi long, three
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 standards of service.
The bank has been in contact with Ms Ocubillo and informed her that an investigation is under progress regarding the disputed amount, and will take 90-180 days to be resolved. Further, we have reissued the clearance letter and the bank will be in touch with Ms Ocubillo once it is ready for collection. highest
Ms Ocubillo responds:
As per the conversation that I had with them with regards to the dispute amount, they informed me that it would only take 60 days. My concern about the clearance letter is that they resolved my complaint, but I haven’t received my letter yet.
They told me to wait for a call from the bank once it’s ready for collection. I’ve been waiting for more than a month and if it’s already been issued to the said branch, why would it still take days for me to collect it?
The management of FAB responds:
The bank had previously issued a clearance letter on January 21 based on Ms Ocubillo’s request. However, the letter wasn’t collected by the customer. The new clearance letter is ready for collection and the bank has updated the customer.
Ms Ocubillo responds:
I called them yesterday and found out that the clearance letter is ready for collection. If they had been kind enough to answer my emails or given me a call regarding this, then there would have been no need to file a complaint.
Gulf News’ help in the matter is truly appreciated.
(Process initiation: February 5. Response from organisation: February 7. Reader confirmation: February 12.)
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com