Salary on hold
I’m holding an account with Emirates NBD from the past five years. Even after changing my job, I never changed my bank and didn’t face any issues or difficulty. But recently, I changed my job and to my surprise, Emirates NBD froze my final settlement amount and is not allowing me to utilise the same even after paying my personal Equated Monthly Instalment (EMI) on time.
Upon inquiring, an agent from Emirates NBD said this is as per the Central Bank law and asked me to submit a set of documents. So, I provided all the related documents, such as salary transfer letter and visa status change copy of my new company. Now, they are saying they can release it only after the first salary, which is in January 2016. Now, I have other financial commitments to meet, which unfortunately, I have missed, as my funds are frozen by Emirates NBD.
I have been charged late fees, interest and fines for non-payment of other utilities. Who is responsible for these charges? Even after several requests, Emirates NBD is not ready to release my funds. I hope by publishing my issue, my request will be honoured.
From Mr Mohammad Rizwan Shaikh
Dubai
The management of Emirates NBD responds:
We are pleased to inform you that our Group Customer Experience team provided Mr Shaikh with the necessary clarifications and the matter has been resolved.
We would like to confirm that as per the End of Service Benefits (EOSB) policy, for all customers who have exited their previous employment, there is a hold placed on the account towards the EOSB to recover any liabilities that the customer may have with the Bank. Mr Shaikh was informed to provide the Salary Transfer Letter and the copy of the stamped visa in order to continue with the liabilities. However, the customer has provided us with Salary Certificate and not a Salary Transfer letter as per the Bank’s format. A member from our Collections team has contacted Mr Shaikh and explained to him the necessity of providing the Salary Transfer Letter.
Additionally, we have sent the customer a sample of our Salary Transfer Letter format. On January 6, 2016, he has provided the Bank with the required documents and the EOSB have been released as appropriate.
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.
(Process initiation: January 4, 2016. Response from organisation: January 10, 2016.)
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