I have had a current account with Abu Dhabi Islamic Bank (ADIB) since 2014. I took a personal loan from them and have paid them regularly. In May 2017, I landed a new job and was relieved from duty by my previous employer on April 30, 2017.

They have deposited my full and final settlement into my account on May 3. From that date onwards, my account balance has been showing in the negative. I can’t withdraw any money. I called the customer care centre and they asked me to visit the ADIB collections department in Abu Dhabi. I went there and showed them my new visa and offer letter details, but they refused to accept the information and told me that my account would only be released after my first month’s salary was credited from my new employer. I have been struggling for the past month for money. Luckily, I have credit cards.

On June 1, my new employer gave me a salary transfer letter for the bank. I went to ADIB’s branch and updated the bank with my new Emirates ID, my new visa page and my salary transfer letter. They told me it would be reflected in my account within three working days.

After three days, I called customer care and asked for an update, but they told me that they would take the complaint and forward it to the concerned team for action. After I called them for an update, they said the complaint was in progress and I needed to wait for 72 hours. I still have not received any call from the bank and my account is still frozen. They have not taken any action. I asked them about going back to the branch where I gave all the information, but the customer care executive advised me not to go. They didn’t give me any escalation matrix to follow, they simply said I would have to wait.

I have managed somewhat in the last month with my finances, but this month, all my loan and other credit card payments are pending due this issue and I have got so many fines, because ADIB is not following their own commitment and process. I hope Gulf News can help me in this case. Please help me to release my account!

From Mr Singaravel Kalanithi

Abu Dhabi

The management of ADIB responds:

The End of Services Benefits release had a dependency on receiving the first salary from the new employer in the account, which was credited on June 17 and hence the delay. We have already spoken with the customer to explain and the issue is now resolved and closed.

Mr Kalanithi responds:

If they had not released my account, I would have ended up facing Eid without money.

Also, the statement given by them is not true, because as I have been talking to their customer service personnel since June 1. They were supposed to advise me to deposit as a salary – not as a cheque.

But the customer care staff could not see my account and do not have any escalation matrix. They weren’t supporting me in any way regarding the escalated requests. They simply asked me to wait for another 48 hours.

Finally, Gulf News’ intervention helped solve my issue within two working days.

(Process initiation: June 21. Response from organisation: June 22. Reader confirmation: June 28.)

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.