The Grievance Cell,
Dear Sir / Madam,
This is to bring your attention to the issues faced by me related to my Credit Card
(i) Liability Letter and
(ii) Clearance Letter
Firstly, I had put a request for the Liability Letter for my Credit Card bearing No. [protected] on 4/9/2019 at the ENBD Branch Near Karama Post Office. I was informed by a Lady Branch personnel that the same will be issued by working 10 days from the date of request. I went to the branch on 22/09/2019 to enquire about my Liability Letter as I did not receive any communication about it. I was mislead by Mr. Dipin Yashodharan in Karama Branch that they do not find my request in the system in this Branch, instead the request had been raised at Galleria Mall. I had never visited Galleria Mall so I did not have any clue howcome it was appearing in the system. There could be a possibility that the lady who accepted my request, her Employee Code could have been tagged to the Branch at Galleria Mall. But as a customer I do not find a reason why I should be assuming these things, it was the Branch staff's concern and not mine. However, he gave me the liability letter dated 12/09/2019 on 22/09/2019, which is valid for only 13 days in total. Again I need to understand if the letter is valid for only 13 days why is it given a validity for 15 days. Make it clear by mentioning only 13 days or whatever working days. Even though I submitted the Liability Letter, but, by time the cheque could had been issued, the validity of the letter expired and I had to reapply for it, again costing another fee for it and it's been 2 months this process is happening. I failed to understand why I was not informed or communicated about the Letter since it carries a very short term validity. Mr. Dipin kept on arguing that my number was not updated in the system so I was not intimated.
For clarification, I have been receiving messages each time I swipe my card, isnt that enough for the system updation. Again, if the system is not updated with my number for any reason, how can that be considered as my fault? I was literally feeling harassed by him for no reason. Just because I was in the dire need of this Letter, I was totally lost and could not understand why the unnecessary hassles were created for such a normal request. Mr. Dipin was very rude and arrogant. I felt if he was treating a learned youth like me this way, I could imagine what kind of treatment a senior citizen or an ignorant person will receive on such enquiry. With such experience, I refrain myself from having any kind of dealings with ENBD if this is the treatment the staff gives to its customers.
(ii) Clearance Letter
Atlast, after all the chaos, I deposited a cheque at ENBD's Jebel Ali Branch on 19/10/2019 for AED 6660, issued by Emirates Islamic Bank against my outstanding dues.
Till date, the cheque has not been cleared and neither the Customer Care is able to help me trace it nor the Branch is aware of any such deposit. Its been 5 working days and the cheque has not been cleared yet. I want a justified reason as why it will not be credited to my credit card account with effective value date and if not, why should I be charged interest on the outstanding amount till the date of the cheque clearance? As a genuine customer, why am I suppose to bear the interest for a liability for which I have already made the payment? I really do not understand why there has been so much of delay in clearing a cheque. Other Banks have been keen on clearance of the liability of their customers, but ENBD has altogether a different approach. The process is instigating the borrowers to flee with the money instead of clearing their debt. I have been dealing with other banks such as ADCB, Noor Bank etc in the UAE, but my experience has never been this bad with them as much as it is with ENBD. The service is so poor that I have started to spread a word among my circle that do not avail any facility from ENBD, it will just give you nightmares for no justified reason. This is the worst bank of the UAE with my experience and please train your staff and improve your processes. Even the developing countries Banks have better processes and pleasant staff to deal with as compared to ENBD based in UAE.
I request you to clear the cheque against my dues asap and issue me a Clearance Letter so that I could get rid of your Bank.