First Gulf Bank / ​ADIB

I have called the bank 6 times and no answers all I'm chasing is a few bank statements from a company I closed a year ago. I'm from Australia and live in Australia however apparently to get a simple bank statement I have to fly there and get the bank statements over the counter for 50AED for a reprint per statement. Really bad service I'm up for a $3000 minimum round trip

As one of the many dissatisfied who visited this ADIB branch in Dubai Mall, it’s clear that the issues here are not isolated incidents but systemic problems that reflect poorly on the entire bank. With an average rating of 2.5 stars from over 416 reviews, my experience adds to the growing chorus of voices demanding accountability and change.

The blatant preferential treatment, particularly towards non-resident Russians, is not only discriminatory but also raises questions on compliances to FATF regulations. This branch’s failure to provide consistent, quality service to all customers is a stark deviation from what one would expect from ADIB, especially in a high-visibility location like Dubai Mall, frequented by an international clientele.

The apparent lack of action from the support department and higher management in addressing these issues suggests a disconnect that raises questions about the bank’s governance and commitment to customer satisfaction. This negligence is not just disappointing; it’s unacceptable.

Given the gravity of these failings and the potential damage to ADIB’s reputation, I am compelled to consider escalating my concerns directly to the board. It is imperative that the bank conducts a thorough investigation into this branch’s practices and takes decisive action to rectify these issues. The customers deserve better, and ADIB must live up to its stated values by ensuring equitable treatment and service excellence for all.

Notice to support: Kindly, no reply templates under this review but answers on what actions will you take!

Bad service, taking very long time to do required service until with no traffic or only one or two clients in branch? ! Very limited resources!
Look at the pictures at 11: 30 morning no employee to serve clients!

Terrible experience in ADIB Dubai mall. Came for a bank statement and the lady at the help desk told me im busy i cant assist you, you need to take a number and the customer service will issue it for you. Only 3 customers where waiting in line. 4 customer service officers were on duty. Took them 1 hour to finish them. Very slow. And when my turn came. The customer service officer said, you should have taken it from the lady at the front desk. Complained to the branch manager but no use. Just a terrible branch, never coming back again.

Its the worse branch I ever seen. No one work here. They have 4 or 5 employee but non of them behind their desk. All the people waiting for them but Just one counter working. That behavior inappropriate

Extremely slow service. Standby 3 hours of your life if you need something done in branch.

Applying credit cards takes more than a month.

Even the person in their customer service hotline, dont have basic customer service standards.

The number of 1 stars here should give you a strong indication of their service.

نشكر الاستاذة القديرة عائشة اليحيى على حسن تعاملها وانجازها السريع للمعامله وابتسامتها الدائمة وخدمتها للمتعاملين وهذا يدل على روح الفريق في العمل… شكراً

Slow customer service!
The receptionist must have the information about customer services as all banks reception counters do but not the case with ADIB as the customer has to wait for 30-40 minutes before seeing a customer service member to ask a question ‍️

One of the worst management of banks. They are ruining name of Abu Dhabi. By closing branches your bank won't make profit, your bank will make profit when you will have good management, who knows what is banking.

I visited for an address update and Farid Ahadaoui tried everything to avoid processing my request.

First, he told me that I didn't need to correct my address details because they were unimportant. Really? After an argument, he finally completed my request. Yes, I had to argue with Farid Ahadaoui (customer service) to correct my details! After that, I asked to correct my employment address and this time he found another excuse. He said I needed a salary certificate to update my work address. I told him that I had a salary certificate and he got sad and updated my work address even without checking the salary certificate. This guy doesn't want to work and if you prefer to be an ADIB customer, then you have to deal with him.

I considered upgrading my account to Gold but fortunately, I experienced ADIB's real customer service quality before depositing more money.

Went to this brach for submitting final settlement for 1 of our employee. Took a token and attended by a customer service who told me that final settlement is not accepted. I run to deira brach and come to know that i can submit it to any branch.

I would like to thank Mr Hannington he is so professionnel very kind polite person, he helped me very fast without waiting on the line to get my certificate he works as security but he has good knowledge about bank application, I wish him all the best he really make my life easier without keeping in queu and waisting my time and time of othes.

In general in this bank all employees very professionnel and amazing thank you again

Visited there last Tuesday, the customer care agent was talking with another colleague for 20 mins while i sat there. Took more than half an hour to activate my account. Very unprofessional.

Hello,
My feedback is regarding the employee of ADIB Mr. Rami working in Dubai Mall branch.
I wish to commend that as per my personal opinion Mr. Rami is one of the best employee in your Bank.
Courteous and friendly he doesn’t give up giving all his attention to customers and even out of his scope of work he is there to help at any question. He has done all and everything to help me to finalize all me questions and at all the times was very friendly and patient.
Such professionalism is rare nowadays, because I have been working with a huge amount of employees and my experience proves that he is a perfect employee who does his job with all his heart.

Our life is fraught with so many problems and nerves. Usually when we come to the branch, we come to solve some issues, and sometimes, unfortunately, even problems. And then when you bump into someone like Mr. Rami- you exhale, because you know- you'll be taken care of. And people reach out to those who understand them and make their life and communication full of positive experience. Moreover, if this person is also as knowledgeable as Mr. Rami- this is just unbelievably fantastic.

I believe, Mr. Rami is an asset to your Bank.
Providing the best service on the market is one of the reasons why people and we among them are looking forward to be a proud customers of your Bank.

From my end I want to thank all Your Management for raising like this employees and for giving us a chance to be served by your professional team.

Mr. Rami deserves the highest praise!

Thank you so much for your attention.

Surprisingly for the first time, I had a pleasant experience at Abu Dhabi Islamic Back. The teller was very professional and friendly. If you're a ADIB customer, go only to the Dubai Mall branch.

What is this place, they want to authenticate if my id's are legit or not, like bruhhh I'm from Canada I ain't from here, be respectful if you want it in return

Was taken care of by Mr Mohamed Alajrami today at Dubai mall branch very professional and helpful! Thank you

Very slow service, once your number appears they are sending you to different person. And again you need to wait. Print of statement takes 45 minutes

وليد سعيد الجوهري افضل موظف قابلته في جميع فروع بنك ابوظبي الإسلامي و يستحق كل الشكر و التقدير و الله شاهد انه يعمل ب أجمل روح ماشاء الله عليه.

I was delighted by the amazing customer service made by MOHAMED KEIR SAAYDOUN, in Dubai Mall branch he assisted me to replace my lost debit card on the smart teller very professionally.
I got new card within less than 5min.
Thanks Mohammed you save my time.

أسوء خدمة عملاء على الإطلاق انتظار ما يقارب ٣٠ دقيقة
السستم لا يعمل (بحسب قول الموظف)
الموظفين لا يريدون العمل أو مساعدة العملاء
عدم احترام او تهذيب في التعامل مع العملاء
لا أنصح به نهائيا

Do you open account at this branch, and if yes, is there a specific time frame for account opening?

PS. I don't have prior experience with this branch, but I can't post comment without rating, so I gave the average rate.

Waited for 2 hours with my pregnant wife, no one informed that it’s gonna take so much time. They would understand that ppl have other things to do. If we knew we could have finish our things rather than waiting in the brunch. Worse experience. Try to not go

فرع للاسف سيىء في المعامله والخدمه والتأخير والله من اكثر الاماكن التي وجهتني في التأخير واتمنا النظر في مثل هاذا الموضوع
وشكراً

I cant open account because i have applied to open an account 5 years ago and didn’t continue it
Even i didn't receive a debit card or continued my account opening
This is joke

Waste of time coming till this crowded branch, the agent didn't solve my issue and again I have to visit another branch. Even no case has been opened to track my visit

The branch outstanding and service was good. I had a query and they helped me. And I want to thank Mr. Saud Al-Awadi for the help and the elegant way of speaking.

Very disrespectful staff, I have walk in to open a account and got worst customer service experience ever

شخصيا راجعت الفرع من افضل الفروع رغم وجود الازدحام

والشكر موصول للاخ سعود العوضي على ما يقدمه من عمل ومجهود لارضاء العميل

The customer service and support from Tarek was over and above my expectations. I have always received excellent service from ADIB and have banked with them for many years. Keeping me updated, sharing advice and working around my busy schedule, Tarek was always ready to answer me questions, he was quick to respond, followed up any queries immediately and provided feedback on the next step the same day, he supported me to find a solution. I recommend this bank and especially, if you want excellent customer service please speak to Tarek at the Dubai Mall Branch.

I visited this branch a year ago. The staff is very rude and unwelcoming. They don't provide correct information. Everybody is telling a different story.

Is the account opening is available after 7pm?
I whan to open an account but i can’t go to bank because of my work timings I found that this branch has more working hours

I really appreciate the service in ADIB at dubai mall, many thanks for Mr. Tarik Mehamed for opening 3 new accounts for my team in few minutes;
Many thanks

I been there and I had the best ever experience there with their customer service, a very special thanks to Mr. Abdulhakim, helped me a lot with my needs

They ask for so many documents including the tenancy contract and electricity bill. I provided all the required documents but still they were not able to update. I visited the branch 4 times just to update the documents and they failed to do so. I visited for the fifth time and closed the account. Worst experience in UAE

This bank branch is too good I like the way they are working I'm so satisfied with services I suggest you to visit and get good experience?

Dubai mall its one of the best branch, for my experience i had one of the best banking co-operation. Thanks for mr.mohamed Alfardan.

No wonder the rating is so low. From several counters only 1 counter open on a Saturday morning and people are just sitting and waiting while staff on others counters are chit chatting. Well done.

I wanted to open a bank account and it literally took me less than 10 words to spend
Banker: hello how may I help you?
Me: I want to open a bank account
- do you have your documents
- handed over
- inserted details
- where do you live, how long you’re working?
- answered
- thank you mam this is you bank details
Not mentioning how technologize they are sending a msg from entry, when your turn is near, and when it’s your turn
So friendly and polite
I just simply love them, and happy to be added to their family
Thank you so much

This bank is very hard working to call you 3 times a week to sell you some credit cards but when you got your bank account empty because of their poor online security and can't block the transaction on the spot, they will not be there to call and support you anymore, you pay fees every months but no security, no insurance to recover your loss and they will do everything they can to tell you that it's your fault.

Where any other bank will support you with insurance (that you pay for!) as you are a victime with police report and case number, ADIB chose to say you are guilty and should forget about your money that they couldnt manage to retain.

Nobody knows the procedure, I got told to do 4 different things by 4 differents people, going from counter to counter for already 3 months.

Staff and manager are super rude, nose on the phone and looking at you waiting for 45mn with 6 closed counters full of staff drinking coffees.

Really save your nerves and never go there!

Incredibly rude, so I just left. This bank lost potential a customer, and from the other reviews, it looks like it is not just me.

لو في اقل من نجمه عطيتهم
تاخير بالخدمه
تعامل سيء لابعد الحدود وتعقيد
بجد شيء مخيب ان في عام ٢٠٢١ في خدمه وبنوك بالشكل ذا

Terrible experience in opening a bank account, the guy was pushing us to open it in smart money to avoid the work in opening the traditional account.
He made us fill a form in paper until the branch manager told him it has to be done in the system directly and no need for a form…it took us an hour just to open the account?

ADIB knows this branch is terrible but keep doing nothing about it.

Just to update my information had to wait for more than hour and people are just sitting waiting and the half the employees counter has the sign closed and they are sitting in the office Worst customer service as it doesn’t even support handicapped people priority (Dubai Mall branch) and once I spoke to the manager and told him I’m one of people of determination and I should have the priority he just replied by a lot of people waiting and just wait for your turn! If the management leaders are not useful then who would be?

The worst ever in Dubai, if anyone offer u a card or to open an account their. Run!
Only problems, they don’t have same rules, Liars, if u call the call center everyone will say something diff. They will tell u your service is done but actually they did not even start it, it may take 3-4 months to return any money took from your card. Their card hacked easily and I will find Money takes without sending u OTP No!

So bad.really don’t use this bank!

Pathetic customer service. Extremely inefficient. Worst waiting times in terms of customer service that you'll experience in any bank in UAE

The waiting here is up to 1 hour. While the branch is empty.
Staff in their desks. They just never call your number

Poor customer service. The staff was sitting idle and just chit chatting while customers were waiting. Really disappointing service. I had to wait for 30 minutes when there were more officers than customers waiting.

Just avoid this bank. Trust me. The worst customer service on earth. They just know who to screw your mood and making your life a nightmare! Omg.

Im giving u 1 star and i wish there is less because u are sponsor for dubai first credit cards.

Good customer service and minimum waiting time. Waited only 10 mins for my turn and my request was done in 5 mins time. Location -2nd floor near Caribou Coffee. May be their customer service policy changed now: highly recommended

This an edited review, it was:
They have really redefine the term KYC from know your customer to KICK YOUR CUSTOMER,
It totally 18th or 19th century bank not yet closed to 20th century.

But after some good experience with some professional employees in other branches i would give 3 stars,

I went to Dubai mall adib branch. Wait for customer service almost 2 hour. But ambiance and staff are friendly. Suggest to increase number of counters for customer service. Rest all fine

Worst and poor service by staff here. I have been banking and a Investor with them since 3 yrs. And just came here for just a statement and it took 2 hours.they just transferring me to counters to counters and also giving excuses of staff changing shifts. Hardly 1 or 2 guy ms are working here. Anyway thanks for giving me clear picture of your prestigious bank and staff
. I am no more gonna be your customer anymore. Good bye

Worst experience! They closed my account due to less funds. Had balance amount around 1400 AED.still chasing for the cheque or balance.they keep sending me to differnt branches for past 6 months.customer care just logs complain and give a call back for getting info on issues, then they will say will call back after confirming with branch. NO CALL BACK!

After being waited for more than an hour, I eventually got help from the only active customer service counter (there are lots of counters but only one seemed to be working actively) by Mr Bilal and he really was very efficient and concerned. May be Thursday is not a good day to go there.

I think this is the branch without staffs accountable to anybody. Waiting here for 1 hour now. Looks like still need to spend another hour. Cash counters are efficient and moving. The customer service desk 3 of them like to spend 1 hour per customer. Since I came, not even 4 customers disbursed by 3 desks put together. Great thing is that no staff looks bothered on TAT. All happy and talking to each others cracking jokes. Any banking professional - visit please and learn what not to do.

Editing - adding to my above review.
My turn comes at 9: 45 pm (10 is closing time)
Officer: Yes
Me: Hi I want to close my account
Officer: Do you have money in it
Me: Yes
Officer: Go withdraw from cashier and come back.
Me: Give me a draft to remit it to my another account.
Officer: Do what I say - withdraw the money, make it zero balance and come back (look at the audacity)
Me: I went cash desk and cashier said we are closed. I said still 10 minites to go. He insists cash closes early. I said I came at 8: 15 and after 1 hour 40 minutes I go back coz cash is closed. One senior cashier asks ID and starts processing the withdrawal. After processing the receipt, I sign and he gives me coins plus counts the cash in notes and finds out that the account is dormant. He asks me to go back to Service desk.
Officer: Yes
Me: Cashier says account is dormant
Officer: Khalas come tomorrow.
Me: You activate it
Officer: Come early morning tomorrow. Now we are closed. Without realizing that he should have checked my account status before sending me to cashier.

Near 2 hours spending in branch coming out laughing and cursing on the moment I went to open my account there.

Totally useless staffs and can't handle anything related to home finance, including the information about which branch at Abu Dhabi you could go to process, except for emaar square, a place with horrible service quality. The only thing good about this branch is the decoration. Speechless. Btw, their call center is also useless as the guy who handled my request just threw wrong information.

Very bad customer service specialy staff they put me on hold more than 30 min and they did not help me unless i request from him to transfer my call to the duty manager, i dont recommend that bank to any custome

Very bad service

بنك سيء جدا وخاصه خدمه العملاء حيث طلبت من احد الموظفين عبر الهاتف مساعدتي في تفعيل بطاقه الراتب ولكنه وضعني علي الانتظار لمده ماتقرب من 30 دقيقه وفي النهايه قام بحل مشكلتي عندما طلبت منه تحويل مكالمتي الي المدير المناوب

لا انصح اي احد بالتعامل مع هذا البنك. خدمه عملاء وكول سنتر سيء للغايه

As usual, worst branch of any bank I ever visited.whenever I go there I have to spend at least 60 to 90 minutes due to the inefficient, bad management of this branch.i was able to get a bank statement from another branch in 5 minutes at the reception, while here they ask you to wait in line even if you want to breathe.again, it's only this branch, other branches are way more efficient.

Better visit a branch in any other place.

No words can ever describe the bad and unprofessional experience you can get in all ADIB branches!
No matter what you rate or emails you send or calls and complaints you file!
Your issue will remain the same and the management just simply don’t care or act in action!
The worst.the poorest.the most unprofessional.the biggest mistake of a life you can do is to have anything to deal with this bank!
Suuuuuuuuper bad!

The bank changed location within the mall without any notification.
The customer service in this branch is very very slow and the employees don’t know what they are doing.
It took almost an hour to get a bank statement with only 2 customers before me.

It takes time for them to entertain their customers even we are less than 5persons waiting here. Please dont take for granted your customers and prioritize the queue number system.

Terrible bank and customer service.

Staff don’t care, texting on their phones while customers wait a long time for service.

Sorry to say the customer service of this branch is horrible they dont care to the customer who came since morning and came back to complete the document needed then i when came back is break time then waiting so long for more than 1.5hours, when my turn one guy approaching too rude dont really care and told what you need "i said i want to open an new account to your bank he said need to deposit 3000 to open an account I told him in the morning one lady spoken to me about the passport I told I Dont have passport then I ask I have only 2000 I can open she said yes even 2000 but you need to maintain 3000 if not they will charge you 25 aed I said its fine that why I go and came back to take My passport with me but this guy he is not approachable he passed me to other counter and that person ask and say need 3000 for initial deposit my money is not enough so i went and go to other branch in Al barsha maybe have other option because I saw in the website of the bank they have many option to open an account in Al barsha branch customer service is good they entertain me so well.

Very slow service. 2 staff on their phones and only one is working.waiting time already 30 min, and my number is the next one.

The worst wooorst customer service! The biggest cheaters all their sales men are bad cheaters They need to shut down! Horrible service

Went there to apply for a liability letter. After waiting for 45 mins, when my turn came, the person at the counter asked me for my passport despite providing the eid. He said he cannot process with out passport. When I visited the Deira branch, they processed my letter without asking for a passport. Does process change from branch to branch within the same bank?

Talking about dubai mall branch, alwaysss many people and waiting may take some times more than an hour and a half to cash a cheque.

Hi, this is really a worst bank in UAE if you inter they will make you u cant come out from there rules.i paid all mu credit card outstanding almost 62000 AED after thats i apply Clearance letter from bank and they told me they will give me in 7 working days.today is 14 days but letter not came.i am keep calling them every day new story they are saying and simple word using sorry SIR.really this is f.bank.if you miss one payments they will call you 100 times in day but if customer need any think there no one help you.

I just want to say Central Government of Banking, made some rules for customers also they can complains about banks what they are cheating with, delaying our needs, dont See only DBR and.make something rules so customers can get there rights.

Thanks

This is the worst and worst bank
Their representative asked me to open a zero balance account for a PL for a salary transfer loan and after that they said i have to complete 6 months with the bank for a PL loan, but it this information wasn’t shared with me on the initial stage then i have asked them to close the account, they didn’t take any action instead they were keep charging 125 dhms each month and now it’s become 1500AED, this is the only bank who charge this, the bank agenda is only to loot money, the worst bank experience ever

Worst customer service. The online customer care is telling something and the branch something else. All giving wrong information. Not at all credible to bank with.

More than 2 months and counting for an NOC, even without Credit card and Loan, only saving account.what the heck!