I have complained to Abu Dhabi Commercial Bank (ADCB) to drop the credit card limit from their system. However, there is no action from them. I have never activated or used the card.
Recently I got into trouble again. I approached my Bank for a rent loan. After obtaining a report from Al Etihad Credit Bureau (AECB), my Bank informed me that I had given false information and that I have a credit card with a local bank for Dh50,000. This Dh50,000 was included in the calculation of my Debt Service Ratio (DSR).
Can you ask the Bank to drop the credit card limit in their system so it does not get reported to AECB? I have received verbal assurance, but of no use.
From Mr Trevor Miranda
Abu Dhabi
The management of ADCB responds: Thank you for your cooperation and communication with us in the endeavor 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 Trevor Miranda issue, please be advised that our Service Quality Unit has investigated the matter and confirmed that upon investigation, we have found that there was a Credit Card with a Credit limit of Dh50,000 under customer name reported as active to AECB although it was closed. This happened due to a technical error in our systems.
We have already amended the status to closed using the data correction tool with AECB. Also we have contacted the customer and notified him that the changes have been done and customer is satisfied now. The case is closed now.
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.
Mr Miranda responds: The issue should not be closed. I have just checked the ADCB online and credit card limit of Dh50,000 is still appearing under my name.
ADCB responds: Thank you for your cooperation and communication with us in the endeavor 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 Trevor Miranda’s recent case, please be advised that our Service Quality Unit has investigated the matter and the issue has been resolved and closed. The customer has confirmed that the credit card is no longer reflected on the Internet Banking platform, and we are pleased to say that he is satisfied with the end-result. The case is closed now.
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: October 16. Response from organisation: October 19. Process completion: December 3.)
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.
