FAB “No Liability” Letter: How to Actually Get It from the Bank (It’s a Grind!)

If you’ve closed your credit card or paid off a loan with FAB (First Abu Dhabi Bank) in the UAE and need a “No Liability” letter (also known as a “Clearance Letter”), you’re likely finding it tougher than it should be. The main issue highlighted on Reddit is difficulty connecting with a human agent and the lack of a straightforward in-app option to request this crucial document.

Why is getting a “No Liability” letter from FAB such a hassle? (It’s mostly a human-contact problem)

Getting a “No Liability” or “Clearance” letter is a standard banking process in the UAE, essential for various reasons like applying for new loans, closing accounts, or even for visa/immigration purposes when leaving the country. However, the frustration often comes from the bank’s internal processes, specifically:

• Reliance on AI Assistants: FAB, like many banks, uses AI assistants or automated phone systems. While these are designed to streamline basic queries, they often fall short when you need something specific that isn’t a common transaction, like requesting a “No Liability” letter. Users report getting stuck in loops or being unable to phrase their request in a way the AI understands.
• Difficulty Reaching Human Agents: The system seems designed to deter direct contact with a human representative, leading to long wait times or disconnection. This isn’t a problem you can fix, it’s an internal bank process.
• Lack of In-App Option: Unlike some other banks that offer a direct request option within their mobile banking apps for clearance letters, FAB users on Reddit complain that this feature is often missing or hard to find, especially for cancelled cards.

The Central Bank of the UAE (CBUAE) mandates that banks issue such certificates within 7 working days of a customer’s application, and failure to do so can result in fines for the bank. However, the challenge for customers is often just getting the application submitted to a human.

How to actually request your FAB “No Liability” letter (and get past the AI!)

Since the direct path isn’t always clear, here are the troubleshooting steps and workarounds Redditors suggest to get your “No Liability” letter from FAB:

• Persistence on the Phone:
  • Call FAB Customer Service: The primary FAB customer service number for UAE is 600 52 5500.
  • Beat the AI: When you get the AI assistant, try these keywords repeatedly until it connects you to a human:
    • “Speak to an agent”
    • “Connect to a representative”
    • “Human”
    • “Complaint” (Some users reported saying “complaint” forced the AI to transfer them to a human, even if it’s not a complaint about the service itself but about the difficulty in reaching someone.)
    • “Offers” (One user suggested saying “offers” can bypass the AI quickly.)
  • Be Patient: Be prepared for long wait times. Keep your phone on speaker and be ready to wait it out.
• In-App / Online Banking (Check Again!):
  • While many users report issues, some claim the option is there in the FAB Mobile App under the credit card or loan section, specifically under “Services” or a “Clearance Letter” / “Liability Letter” option.
  • If you have an active product: Log in to the FAB Mobile App. Navigate to your specific credit card or loan account. Look for “Services” or similar options. You might find a direct request there.
  • If you have no active products: This is where it gets tricky. If you’ve already cancelled your card or closed your loan, the option might disappear from the app. In this case, calling is likely your only resort.
• Visit a FAB Branch:
  • If phone support is a dead end, your last resort is to visit a physical FAB branch. Be prepared with your Emirates ID. Clearly state that you need a “No Liability Letter” for a closed credit card/loan account.
  • This usually requires a physical visit, and you might still face queues, but at least you’re talking to someone in person.

When to call FAB support (and what to tell them)

You should call FAB customer service as soon as you realize you need this letter and are encountering issues with automated systems.

FAB Customer Service (within UAE): 600 52 5500 FAB Customer Service (outside UAE): +971 2 681 1511

What to tell the agent:

• Clearly state your request: “I need a No Liability letter for my [Credit Card / Personal Loan] account, which has been fully settled/closed.”
• Provide Account Details: Have your credit card number, loan account number, Emirates ID number, and registered mobile number ready for verification.
• Mention any previous attempts: “I’ve tried using the AI assistant/app but haven’t been able to process this request.”
• Emphasize urgency (if applicable): If you need it for a specific reason (e.g., new loan application, visa cancellation, leaving the country), mention it.
• Ask about the process and timeline: “What is the exact process for this? How long will it take to be issued? Will it be emailed or do I need to collect it from a branch? Are there any fees?” (Note: CBUAE mandates issuance within 7 working days, and often there are no charges for clearance letters from banks like Emirates NBD, but always confirm with FAB).

Getting this document can feel like a quest, but with persistence, you should be able to get through to someone at FAB and secure your “No Liability” letter.

Source: https://www.reddit.com/r/UAEcreditcards/comments/1laaj2p/fab_no_liability_letter_certificate/