I would like to commend Gulf News for highlighting issues faced by consumers.

I lost my job on July 16, 2014. My benefits, amounting to Dh9,561.34, were transferred to Sharjah Islamic Bank on August 14. My account was frozen without my knowledge, which I know is not valid as per banking regulations. A couple of times, I received text messages, showing deductions, which were not justified, as I am paying Dh2,300 every month.

On August 25, an amount of Dh6,269.16 was deducted. When I called to ask why, no one from the bank could clarify the real reason. They sent me to different people but no one had an answer. I got a new job and started on October 7. I asked the bank not to reduce the monthly payments, as I could manage the payments, and they agreed.

However, when I went to a branch in Sharjah Industrial Area, I was shocked to find that I owe the bank Dh2,600. When I asked how the Dh9,561 was utilised, they avoided the question. They told me they would call me when they correct the issue, as there seemed to be some confusion in their system.

I was then amazed to find a legal notice from the bank in my email inbox, asking me to pay Dh4,623 by the end of the day or face consequences.

I am so frustrated and angry. I don’t understand why banks behave like this. Please assist me in getting this issue resolved.

From Mr Norman Bonde, Dubai

The management of Sharjah Islamic Bank responds:

This is in response to the complaint regarding Mr Bonde.
Please be advised that Mr Bonde has availed two personal finance facilities from Sharjah Islamic Bank and currently owes SIB approximately Six times his end of service benefits. Mr Bonde did not inform SIB about the loss of employment and the bank gained knowledge of this information only upon receipt of the Customer’s End of Service Benefits. These funds were put on hold, which is a standard practice by financial institutions as a measure to mitigate risk.
We would also like to emphasise that Sharjah Islamic Bank has constantly been in contact with Mr Bonde, however the Customer has continuously refused to cooperate with us and has till date failed to provide a guarantor or a salary transfer (mandatory requirements) even after joining a new employer in October 2014. The Customer has also missed three due payments, and is currently in overdue status.
As a consequence, we had initiated a proper legal recourse against the Customer, after providing him enough time and chances to provide the required information.
In the end we would like to emphasise that it is also the Customer’s responsibility to cooperate, honour his commitment, and assist the bank in a transparent manner to settle his issue.
Needless to say, at Sharjah Islamic Bank we are always ready to serve our customers with the best of our intentions towards mutually beneficial results, and to protect the interest of our depositors and shareholders.

(Process initiation: January 5. Process completion: April 15.)

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