I hope Gulf News may be able to help. I transferred some money from my UK HSBC account to my Emirates NBD account late last year. It went missing, so I went into my local branch and they were unable to help me unless I provided a swift transfer. I did so, but then they said it wasn’t enough. I flew back to the UK in April and asked HSBC to provide me with the right information. They gave me all the correct details and yet Emirates NBD are still saying it is not enough.

The same has occurred when I tried to transfer money from my RAK Bank account to my Emirates NBD account. It has gone missing.

From Ms Saadia Chowdhury

Dubai

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team has been in touch with Ms Saadia Chowdhury and provided her with the necessary clarifications in regards to her query.

We wish to confirm that the first transfer, which was from RAK Bank was returned on the same day due to the Beneficiary IBAN details being incorrect.

Ms Chowdhury had raised another issue earlier, which was relating to a telegraphic transfer (TT) from HSBC - UK. Ms Chowdhury was requested to provide the authenticated MT103 in order to track the TT as our team was unable to track it with the details given by her.

Furthermore, we have also contacted HSBC - UK and they have notified us that this payment was routed via HSBC - Middle East and did not provide us with the MT103. They have asked us to inform the customer to contact them directly.

Based on the above clarifications and since we are at the receiving end, we have contacted Ms Chowdhury and provided her with three options to resolve the matter: either to provide us with the MT103 authenticated message or to raise her inquiry with HSBC Middle East using the details given to her by HSBC UK or to request HSBC UK to recall the transfer.

We would like to reiterate our commitment to providing superior service to our customers and thank you for your continuous support in providing us with the opportunity to resolve their issues.

Ms Chowdhury responds:

Thank you for your email. Yes, I did receive the RAK Bank transfer money eventually although not on the same day and it took a few more calls. I shall be closing my account with Emirates NBD as I find it unacceptable the poor customer service that I have received from them.

Thank you so much for your enquiries and the follow up.

(Process initiation: June 23. Response from organisation: July 2. Process completion: July 24.)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.