FGB [which has now merged with National Bank of Abu Dhabi to form First Abu Dhabi Bank] is putting me in a difficult situation, as they took my money and are not giving me a clearance letter. I have had a credit card with them since 2007, and finally decided to close the account, as they have been charging a lot on a monthly basis.

On February 2, 2014, I settled the outstanding and they sent me a letter, confirming it was accepted, yet they have been refusing to give me a clearance letter. Every time I call, their number gets cut off. I also tried to call the collections department, but no one answers. One time, a representative answered and said I would not get a clearance letter.

Now, I have come to know, according to Central Bank’s records, they are still holding my approval; it has been more than three years now. I need FGB to send me the official hard copy of the clearance letter and close my card from their system and the Central Bank. Thank you Gulf News, for this opportunity.

From Mr Shoukath Ali Kizhakkumpat

Abu Dhabi

The management of FGB responds:

FGB is grateful for all customer feedback to which, we give careful consideration as we strive to consistently deliver the highest standards of service. The bank has been in contact with Mr Kizhakkumpat, and the matter has been resolved to the customer’s satisfaction.

Mr Kizhakkumpat responds:

Noted with thanks. Every day, I am requesting FGB the same, but they are just offering me a clearance letter and credit rate change in Central Bank, yet nothing is being done. Please support me. Many thanks for the intervention.

FGB responds:

FGB is grateful for all customer feedback to which, we give careful consideration as we strive to consistently deliver the highest standards of service. We have sent the clearance letter to the customer’s registered postal address and a copy of the clearance letter to his email address.

Mr Kizhakkumpat responds:

My credit rating has changed and the problem is resolved. Many thanks Gulf News, for your continuous support.

(Process initiation: February 20, 2017. Response from organisation: February 23, 2017. Process completion: March 12, 2017.)

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.