First Abu Dhabi Bank [FAB]
reviews and complaints

Hello sir,
Your custimer service dont have proper information to share with the customer, each agent guves different information. On march 3rd I call the customer service to change my loan into installments, the agent said after pating 500aed call us we will convert, on march 11th I called then other agent said they cannot convert with 0percent, they can change to installments with 1.7percent, again I call the other agent said he will convert with 1.5percent, he converted and he mention that my next installment is in may and now I got a call from collection dept saying that I will be charged extra because I didnt pay the first installment. Fyi I didnt receive any notification from fab abt my payment. Jaya from collection dept is so rude and demanding. She cant even helpful to make a call request back. To be honest I want to close asap accounts with your bank, disaster service.

I am banking with FAB over 3 yrs now. I changed company and knowing the process, went to a Branch and submitted all the documents that they asked...the horror story starts here -
17th March - I submit all documents.
19th March - EOS from my last company comes and it's blocked.
20th March - I call, am told wait for 48 hrs.
22nd March - I call, am told wait for 24 hrs.
23rd March - I call, am told wait till first salary is credited.
24th March - Salary gets credited into the account.
26th March - I call, am told wait for 48nhrs
28th March - I call, am told wait for 24 hrs.
30th March - I call, am connected to Complaints Team. They advise to wait for 48 hrs.
1st April - I call, am told 24 hrs
2nd April - I call, it's the same
3rs April - Again connected to Complaints department, same story, we are very sorry, it will be resolved in 24 -48 hrs.
4th, 5th, 6th - I call, each of these days...am told, we are very sorry, this should have been solved by now, the complaints should be resolved within 5 days. Very sorry.
9th April - I find that my account balance is zero. I had 92k, where did that go?
9th April - I call, connected to Complaints Dept, am told the person handling my case should call you. However the entire balance has been frozen. Why?

I still don't know why?
What am I supposed to do?
Multiple times I told them during the last one month, I need to pay my children school fees, I have to pay my house rent. Please release my money.
Nothing changed, I have no idea, neither can the person on other side of the phone has any idea, why is my money frozen?

Please let me know, what can I do?
Who can I talk to?

I have account number [protected] with FAB-UAE since 2013. Account became dormant and FAB taken all the money (AED 8.6K) from my account. I have tried my level best for last one month and visited their branches three time and made many phone calls but no success. When I visit their branch, they do not know what is the issue and advise me to go to other branch. When I call their helpline, they advise me to visit branch. My account is active now so my funds should be returned back automatically. If their is any procedure, I am ready to follow but they are not cooperating me.

Also they are charging me every month for not maintaining minimum balance which is wrong. I am maintaining over AED 8K which they have taken from my account and placed to their internal account.

They issued one complain ID CAS-74344 id and closed it themselves without even contacting me. When I try to follow up, they are not even issuing new complain ID and not following the previous complain ID. I have no idea where to go.

Zaeem

[protected]

I had visited FAB branch and even called the contact center several times to discontinue all the products with FAB.. After running around and chasing them for more than a month I was able to do it. They confirmed that I do not have any product with them.

However yesterday from nowhere I receive a new credit card with a pretty huge limit. I was pissed called them to cancel it and also raised a complaint with them. A complaint was registered.

TODAY SOMEONE NAMED KAMEL calls me from complaints team.. i could not understand the guy at all, I don't know what he was talking..i kept telling i can't understand you. And asked for another agent. He said he will arrange someone else to call me and keeps the phone. Within seconds I get a message stating my complaint is resolved. What pathetic service.

This is totally unacceptable.

Noone should be banking with such banks.

Complain number - CAS-73079-R8K8L9

I have been waiting for my clearance certificate for past one month and 15days now. i have raised a complaint and no response. I only had a credit card with this bank and paid the full amount with 20% extra amount. now no response and my salary is stuck in my new bank as this FAB is delaying to provide a clearance certificate. No calls or anything despite of frequent follow up.

Dear Sir/Madam,
Please kindly be acknowledged of non professional attitude and work with customers in branch FAB bank, in Mall of The Emirates, in Dubai.
Please be informed that I, Olha Shevchenko, as an existing customer, with all trust to bank, visited on 19.02.20 to make SWIFT transfer in amount of 500 euro. When I came to Teller, he advised me to fill form with all details of beneficiary account. According to that I filled and put IBAN account. However, last 5 digits I put on one line lower. After I finished I gave to Teller to check after me. He was informed by me that last 5 digits I left on one line lower. The respond on that was - "its fine, just leave nearby your signature" . With all my trust I did like Teller advised. My signature is nearby. You can see it in copy, in attachment. Then teller found mistake in SWIFT code and ask me to put missing digit. I did, and as well, I singed nearby. After all, teller informed me that 2063 dirhams and 100 dirhams commission will be deducted on the next day.
After that, money was deducted and I was waiting for message from beneficiary that transfer came. But after 5 days I get worried, due to transfer delay. I went back to the same branch to ask for transfer status. During my conversation with customer service, he noticed that transfer was sent to wrong IBAN number, without last 5 digits. That caused delay and transfer stuck with correspondent Bank. I requested to amend for correct number. It was amended. Customer service told me that money will be received after 2-3 working days.
I was waiting for 5 working days, but nothing happened. Beneficiary did not receive transfer. I came back to branch, to know where exactly my transfer and why it takes so long time. The answer was, that everything possible from their side they did and now its pending only from correspondent bank to approve amendment. I was waiting for 5 days more, but again nothing happened.
I came back to another branch (on Jumeirah road) to ask for refund, as money was on hold, and I did not see any other options. Refund was credited on my account on 12.03.20.
Be aware, that almost one month it took for me to solve this issue and because of non pressional behavior from Teller, who accepted my form with account number, where last 5 digits was in lower line, I wasted time.
Please I kindly request to notice my issue and be aware that I really dissatisfied from sercive of this bank.
I received refund with different rate in 363 dirhams less. And also I lost 100 dirhams, which was deducted on the beginning for service commission. This service I did not receive, my money was not transferred. And it took for me 3 weeks to solve the issue. I am kindly requesting to notify that colleagues, who's signature on my form papper and I am asking for full refund on my account as a compensation for delay and bank mistake. The total amont is 463 dirhams for refund.
Thank you for your attention.
I am waiting for official reply on my complaint.

Thank you for contacting FAB. Your application for a Savings Accounts has been registered. A representative will be contacting you shortly. Your customer reference number is 1-[protected].
Hello.
My self naveed since from 7 days before I had been request a new account opening by online but still no one reply me I just recived one msg which I already attached with this request. I want to know did some one come to me our not .
Regards

It is started when I came to FAB bank in branch in Mall of the Emirates in Dubai.
I came to Teller and asked to help me with SWIFT transfer. I filled the form and gave him to check. Before I informed that full Iban number is not fixing in line, so I left last 5 digits on the lower line. I reconfirmed with Teller, is that fine. He confident responded that it is fine and asked just to sign next to line. So, I did. He told me that after 3 day, beneficiary will receive money.
Passed 5 days. I came again to the same branch and asked what is issue. And service assistance told me that payment was sent to the wrong Iban, without last 5 digits. Nobody apologized for that mistake. Only promised that he will amend the account and after 3 day beneficiary will receive money. So, passed more 5 days after that. Beneficiary is not receiving money. I came back to bank. No apology was given, not proper explanation. Just again staff told me to wait. He told me that from their side they did everything. I noticed, that if not mistake on the beginning was made, there would be not waster of time. What if I had urgent transfer for relative. All my plans ruined because of somebody mistake. Already passed 11 days from the day when I came first to the bank for transfer. Now, beneficiary still did not receive money. Staff is saying that they did e3from their side. And I asked them to do more, to call bank itself. No help was given, no anniticipating, not professional attitude. I would never recommend this bank, the worst experience in my life.

I have problem for my salary last 3 months I was paying every month.but this month Im late to pay du to my case in court I was thinking I will get my salary on Monday as my manager said but still not yet yes I agreed totally this is my problem.i got call from customer service tha why thay talk to me like it's really bad.how they can talk to customer if I have why should I will not pay.im still in Uae I'm not gonna run to India

Worst experience. I have 2 credit cards with your bank, the second one sold to me by your sales guy, he also asked me to open an accelerator account saying it is a simple account which requires transaction every month with lots of benefits, but after opening the account I found it very cumbersome to do the transactions with lot of technical glitches so I asked him to cancel it. He asked me to do it via call centre/mail. I mailed and after repeated calls/mails finally got a confirmation via mail that accelerator program is cancelled. No one informed me that it was converted to current account and minimum balance is to maintained. Recently I get a mail there is about 900aed negative balance and visit branches and pay more than 1000 aed with some other charges for no fault of mine. It is very horrific experience with sales and support team. Now they are not willing to reverse the amount. It is robbery of our hard earned money.

I am wanting to make a complaint about the bank contacting and discussing my finances and account information on several occasions with my place of work without my permission, because i was unable to answer the call when they called me as it was in my working hours. Due to this i then had the account manager taking me in the office stating that the bank had called them on a number of occasions demanding that they must get me to pay the money i owe back by the end of the day declaring information such as how much i owe etc to them which i feel is unacceptable and a breach of confidentiality between me and the bank.

I eagerly await your response on this matter before i seek legal advice on this.

Kind Regards,

Miss Toni-Ann Michael Killen
[protected]@gmail.com

Ref No. SR12908425

I have sent my concerns on Jan 4, 2020, Your CSR are not really helping me to resolve this issue. There's no proper records/notes about our conversation so every time I will call your hotline I need to repeat again my concern.

I would like to highlight that this case is not been resolved at all. NO action has been taken and nothing has been clarified by your CSR. They have sent me a false message that this has been resolved. But it's NOT!

I had requested your CSR and also by email to direct me to complaint department because no one can check this matter for me and they cannot even explained it as well.

For your easy reference, I attached the screen shots of the statement and sms along with the summary of my transactions.

Appreciate if you could take this on your URGENT consideration to check and have a thorough investigation about this and reverse the unnecessary deductions from my card.

Thank you.

Regards,

Cherry Christine Buccat

Request to Revert Charges and for Closing of Current Account Number [protected] - Crisalie Mapula

Dear FAB Customer Service,

Please be informed that I am requesting to revert the charges of the current account number [protected] and customer number [protected] due to the following reasons:

>I had visited the FAB branch in Dubai Mall on 15 May 2018 to inquire if I can apply for a personal loan buy out.
>I already brought my documents so I can submit in case I am eligible.
>I was assisted by one of the customer service staff and she immediately processed my application.
>She opened an account for me so I asked if there will be no charges because it is not my first time to open an account in a bank so I would like to ensure there are no fees then she confirmed there will be no charges because it is part of the bank procedure.
>After a few days, I received a call from the same customer service staff and she told me that the amount approved for my personal loan application is not enough for the buy out.
>I told her that I will not proceed with the application because it will not help my requirement and she accepted my decision without providing any further information.
>I had applied for a personal loan in another bank on August 2019 and I was surprised because the bank asked me if I have an account with FAB because it was mentioned in the Credit Bureau report.
>I went to FAB Dubai Mall and another customer service staff told me that I have an outstanding amount to pay.
>I was surprised because this is the first time I had encountered a bank which will charge the customer even though there was no transactions done by the customer.
> I asked the customer service staff why will FAB charged me if I did not apply to open any account and I did not proceed with my personal loan application in FAB on May 2018.
>The customer service staff who accommodated me and his supervisor told me that opening an account before approval of the personal loan application was a wrong procedure so he requested me to send this email.
>This is not a good practice because any customer will surely refute charges without consent.
>I already sent two emails dated 22 Dec 2019 and 15 Jan 2020 (refer to attachment) then only auto generated emails were sent to me stating "one of our Customer Service representatives will respond to you shortly" but FAB has no helpful feedback for three weeks now.
>I am still receiving the statement from FAB which I am not liable to pay any amount due to the wrong procedure of your bank. Please do the necessary action urgently - revert the charges of the account, completely closed the account and send the updated report indicating the closed account to Credit Bureau.

I had provided all valid details so kindly assist to revert the charges of the account, completely closed the account and send the updated report indicating the closed account to Credit Bureau.

Please call me at [protected] at the earliest.

Thanks and Kind Regards,

Crisalie Mapula

I'm Shamsideen Babajide Kolawole, a healthcare professional that works with the UAE government. A customer of NBAD- ADNIF (now FAB1) since December 16, 2015, with account number [protected] (Now [protected]). It is quite pathetic that a bank of NBAD (now FAB1) caliber with the ADNIF section (sharjah branch to be specific) is denying me the opportunity of a top-up on my loan which is ongoing currently.
It will be good to state here that I applied and requested for Islamic loan 'sukuk' Murabaha through the ADNIF-FAB1 sharjah branch on 06/02/2018 to be precise and with all necessary requirements met and documents submitted, I was granted the loan (Sukuk serial numbers SUK/KJA620679 to SUK/KJA645678) with the commencement of deduction of the monthly installment from my salary (ie, the source) on 28/03/2018. Till this very moment, the amount is deducted from my salary directly without default ( due to the fact that the amount deducted is automated before my salary drops. In addition, I have 2 NBAD credit cards which I adhere strictly to the terms and conditions (you can kindly check my records).
In lieu of the ongoing sukuk loan been deducted and paid, based on my eligibility, I requested for a top-up on my ongoing sukuk loan on 12/11/2019 through the ADNIF-FAB sharjah branch and was informed few days later by one of the staff that my case was rejected as per the credit team customer stating that I'm an internal defaulter. I challenged that reason to check their records which they debunked, Series of false accusations were level against me such as 'I was once a customer of FGB', (which I never was as the banking company I've been banking with is NBAD (now FAB1); 'I'm a defaulter' (which I'm not); 'your nationality been a Nigerian' (is it a crime to be from a particular country despite looking at my profession and why wasn't this considered when I was about opening an account with them over 4 years ago?
I consider all these reasons as flimsy (all verifiable) with the delayed response and unethical behaviour meant towards me which I consider as a dent on my personality and I need a cogent reason for the refusal or rather you grant my top-up request with immediate alacrity. Anything short of this avails me the opportunity to sue the bank for defamation of character and closure of my account.
I'm not happy and await your prompt response to my complaint.
Regards
(+[protected]

The bank started charging me maintenance fee all of a sudden without informing me about it. When I opened my account in 2015 there was no such thing till 2018 end. Then in one shot they charged me for whole 2018 AED 25 for each month. If my account is less than AED 25 then they charge and make it minus then they charge again AED 175. Every time when u call to customer service it takes more than 10 minutes till someone answers. Very complicated calling system. They made it easy for themselves but not for customers.
People at customer service is nice but in complaints department they don't even listen properly. Only keep talking and useless. They are like robots every time asking anything else I can help u with trying to finish the call without any solutions.
This charge of AED 25 maintenece fee, I was never ever aware of and never received any emails or calls or sms informing me about it. Honestly the worst bank by far!

I while taking personal loan insisted to sign for so called "free card". They dont gave me card, but
Dhm 2600 deducted from account. Even not given card. I called customer service, they said
They have provision of taking cash for undelivered card. If application of credit card is signed. Receiving or not they don't care.
I don't know what to do.

Dear Team,

This is Mohammed Mustafa.
My mobile no. Is [protected]

I am an ex staff of FGB my staff I'd was fgs6221
I had a salary account with FGB which is still not closed and I am getting charged for it everymonth.

However I have done all my exit formalities when I resigned from FGB and have signed for the closure of the account and the credit card.

Credit card is closed but the account is not closed I am not liable to pay any of these charges.

I have visited the Sheika zayed road branch couple of times every time I get a different answer.

And the person at HR with email Id Nour.altrad@bankfab.com informed me to close the account by visiting the branch. The branch told they need HR approval and when I went back to Mr. Nour he said it has to be done from.branch i am stuck between the branch and HR.

I will be leaving the country soon before i leave i just wanted these things to be sorted.

Looking forward to hear from you.

Thanks.

Dear Sir

Sub: Illegal collection of Fee _ Home Finance_Muhammad Shoaib Khanzada_230529

I applied for the Islamic Home Finance on October 20, 2019 and submitted all the required documents and application form accordingly.

I have been asked to pay the Evaluation fee of AED 3, 150/-. Same was paid on October 23, 2019. After receipt of Valuation report, which is more than the property price.

On November 4, 2019, FAB informed me that Risk department has declined my application_230529 as my employer is not in their approved list.

This was surprise to me that such a major check point was not disclosed at the time of applying and paying the fee of AED 3, 150/-. I do not have any earlier loan. My installment amount is less than 10% of my declared income. My employer is one of the well known Takaful Company of this country. Despite all these facts, if my company was not in the approved list than why amount was collected and my fifteen days were spent. My MOU with the buyer was of 30 days. All this delay has caused me too much mental stress of losing the down payment to seller. At other hand, Bank grab the amount of AED 3, 150/- for which they are not entitle as my company is blacklisted at FAB.

I am requesting again to refund my my evaluation fee of AED 3, 150/- . I also request bank higher authority to investigate this in detail as why Home Finance team is collecting the fees from blacklisted companies employees.

Regards
Muhammad Shoaib Khanzada
[protected]
shoaib.[protected]@gmail.com
Home Finance_Muhammad Shoaib Khanzada_230529

I called the call centre and requested for credit card cancellation, they said someone from the department will call. They called me after 4 days, requesting me retract from cancellation. But still i reqested for cancellation. After 5 working days, i got a message it is under process. cancellation of credit card was counted from 31 oct 2019, that is more than 2 weeks later of my request through call center. when i requesred for clearance letter, they told to call after 45 days then i will request on 46th day for the clearance letter and nedd to wait for 5 to 7 days for the approval sms and then i will proceed fpr the letter to the branch to collect. The credit card is closed and to get a letter that im cleared from the bank it takes 10 days plus 45 days plus 7 days so a total of 62 days that i more than two months time.This is a very distresso g situation im undergoing on. Kindly do the needful.

I have requested to cancel my NBAD Etihad Gust Card -ending 4301 in August 2019 . Customer service agent stated that he cannot process the cancelationwithin 15 month as per bank policy . But nobody had conveyed this condition at the time of application . I had cleared all my outstanding payment in August 2019 and AED 39.75 in excess. Attached credit card statement summary for your reference . Today I received a message stating that outstanding amount is AED 2, 974.18. This is totally unreasonable and I am unable to pay this much money which I haven't utilized it. Sales person/ Sales Manager told me you can cancel this Etihad Guest card at any time after activation. I came to know that the Sales person and Sales manger to whom I dealt with for this credit card no more working with FAB.
Please consider my case and wave of this unreasonable annual charges and close my card as required earlier .
Best Regards
Jiju Mathew
Tel- +[protected]