I have a long standing issue with Abu Dhabi Islamic Bank (ADIB). I had leased a car with a loan from ADIB. At that time my salary account was with another bank. I have tried many a times to amend the direct debit instruction to my new bank, but to no avail. Multiple visits to the branch yield no result.
Even the call centre does not assist with proper information. Due to this, I decided to close the loan with the bank. This created multiple problems as no one in the bank is able to tell me exactly what I have to pay to settle. They issued a liability letter, but the amount specified is not the actual amount that should be due. I am being overcharged for the balance after years of having a loan.
I have visited the branch many a times and there is no answer provided. The bank’s services are poor and also transparency on the loan settlement is lacking.
I need Gulf News’ help to settle this matter as all my efforts have failed.
From Mr Mohit Soral
Dubai
The management of ADIB responds:
We have spoken with customer and clarified his queries regarding the Ijarah. Customer understood and has no further concerns and was happy that his issues are now clarified.
We have given him a direct customer service agent’s number to contact directly should he need further clarification.
Mr Soral responds:
The resolution provided is partly correct when referenced to the finance outstanding with the loan. However, the lease contract with ADIB has not been fulfilled by the lessor related to the contractual agreement of major maintenance on the car. Both ADIB and their insurance providers fail to acknowledge the fact and fulfil this contractual clause. I have been in touch with the phone number provided, but I have had no response since Wednesday. The entire episode has had a far reaching impact on my daily commute and for my son’s school activities. The inconvenience caused has by no means been resolved.
More importantly, the direct debit instructions have also still not been amended, although they promised to do so.
The management of ADIB responds:
Mr Soral has raised his concerns with regards to major maintenance that he intends to do on his car, which is leased by ADIB under an Ijarah contract at car repair centre. The customer has shared a copy of the quotation provided to him by the repair shop, which details the type of maintenance and the costs related.
As per the contract between ADIB and Mr Soral, all major maintenances are covered in a condition where the car cannot be used in the ordinary course of use. This is also subject to the customer performing the regular maintenance on the scheduled dates in nominated dealers’ workshops.
We had reviewed the quotation provided by the customer and the items listed don’t meet the conditions stated since these are mainly toward regular maintenance.
We have contacted Mr Soral and explained to him the same. Unfortunately, the customer didn’t agree with the clarification provided by ADIB despite it being clearly stated in the contract that he had signed for.
(Process initiation: September 25. Response from organisation: September 29. Reader confirmation: October 10).
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.
