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Problems over unpaid loan instalments, following change in employment status, sorted out after financial service provider responds in right earnest

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I’ve been a customer of Noor Bank personal finance for nine years and always been paying the instalments on time. From July 2018, our company started having problems paying the salaries, so I resigned and filed a court case for final settlement and pending salaries.

Usually, the court proceedings take two months and six of my instalments were pending with Noor Bank. I had requested them and explained the scenario. However, the bank just didn’t want to listen to whatever I had to say.

Meanwhile, I found a temporary job and cleared two instalments in September 2018 and requested the collections department to re-schedule the payments or fix it — two instalments for two months. But the bank representatives have been threatening me and shouting at me.

I have won the case in court and provided them all legal documents, but they are not ready to listen to me and are now threatening to start a legal case against me. I want to know from Noor Bank, is this the best customer policy you have when a customer for nine years is seeking legal advice from you and has yet not got any response? FROM MR YASIR ASIF Dubai

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 Yasir Asif’s complaint from Gulf News, our Customer Experience Unit investigated this matter further.

After further investigation, Noor Bank contacted Mr Asif to resolve the situation. Mr Asif raised a complaint stating he was not getting a call-back from collections about the repayment plan for his finance.

Also, the agency was calling him and abusing him, while asking him to make payments. Immediately, our collections manager contacted the customer and consoled him and also tried to assist him with a payment plan. However, the customer did not agree to a payment plan as he got a new job and agreed to pay Noor Bank without any delay. Same was agreed upon with the client and he 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 Asif responds:

Thank you Gulf News for the all the support. The issue has been resolved.

(Process initiation: October 16, 2018. Response from organisation: October 18, 2018. Reader confirmation: October 18, 2018.)

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