After nearly 25 years of banking with Abu Dhabi Commercial Bank (ADCB), I was disappointed and saddened today. For my business account at Al Rigga branch, I applied for the bank’s reference letter, stating to confirm that I have an account with the bank, and indicated my IBAN number.

To my utter disbelief, I was asked to pay Dh100. When I agreed to bear the cost, I was asked to come back after three working days.

Now, the reason for my request, was to submit the letter to Dubai Police’s Purchasing and Contracts Department for the registration of my company as suppliers against tenders.

I could not bid on time for the tender and thus, lost an opportunity on account of this bank’s so-called customer service.

From Mr Kaizer Zainul Zanzibarwala

Dubai

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.

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. While we cannot comment on specific customer cases, we do take finding a solution for our customers very seriously and approach every situation with the best interest of the customer in mind.

With reference to Mr Zanzibarwala’s issue, please be advised that our Service Quality Unit has investigated the matter and confirmed that the bank’s standard schedule of fees and charges entails a certain amount of payment for each specific banking service rendered within a specified time duration. When the customer raised his request, the bank representative had clearly communicated to him that it would take three working days to process the letter and the customer declined the request on spot as it was out of his targeted timeline. Case is closed.

We continually urge all customers to contact our Service Quality Unit 24/7 by phone, email or web, should they need any further clarification regarding their issues.

We would like to thank you for bringing this issue to our attention and hence giving us the opportunity to further our servicing to our valued customers.

(Process initiation: December 20, 2017. Response from organisation: January 9, 2018. Process completion: January 9, 2018.)

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