I went into the Dubai Mall branch yesterday to close an account as I dont use it, I have 2 accounts with ADIB. I asked the customer service officer to check that the account could be closed as I had money in the account and once I transfer I dont want to be charged the fee for going below 3000aed, the officer checked and said yes its ok we can close the account and to make the transfer. As soon as I had done the transfer the officer then said we cannot close the account because the account is linked to your other account We would need to close both your accounts in order to close the account you want to. So after not checking properly and instructing me to do the transfer I have now incurred a fee which I was trying to avoid. The Officer did not care and had no empathy or sympathy for the stress or the fact he had purposely cost a customer money. He said I could go and speak to the manager who also said that there was nothing he could do to waiver any fees and that he had no control over the fees. The manager also had No sympathy or empathy or care about the situation that the branch had just caused me a customer. I left the bank feeling taken advantage of as if I had just been scammed! this was the worst experience I have had so far with this bank. Not to mention, I’ve visited the same branch three times to have my name corrected on my accounts since over a year now and they still have not corrected this.
Claimed loss: Fee charged because the account is less the 3000aed
Desired outcome: Waiver of fees incurred because of this
Confidential Information Hidden: This section contains confidential information visible to verified Abu Dhabi Islamic Bank [ADIB] representatives only. If you are affiliated with Abu Dhabi Islamic Bank [ADIB], please claim your business to access these details.
It's incredibly frustrating to be misled into transferring money only to find out you can't close the account and then get hit with a fee you were trying to avoid. It's like they gave you a crash course in how not to handle customer service! The lack of empathy from both the officer and the manager must have made you feel like you were talking to a brick wall.
And after all this, your name is still incorrect on your accounts despite multiple attempts to have it fixed? It seems like the bank is determined to keep you on your toes — or at least keep you coming back to the branch for no good reason.
It's disappointing when you expect a straightforward transaction and end up feeling like you've been scammed. I hope they get their act together soon and provide the service you deserve. Until then, hang in there and know that you're not alone in facing these banking frustrations.
Best of luck in getting this resolved, and may your future interactions be as smooth as a well-oiled ATM.