I have been an Emirates Islamic Bank (EIB) customer since 2015, and recently transferred to another bank. But prior to transferring my salary to the other bank, I paid all my dues (credit card and personal loan) to EIB. Despite paying all the dues, I have noticed my current account shows an amount of Dh4,063. I raised a complaint on February 17 with their customer care department, and they promised me the issue would be resolved after four days. I am worried that by the time my salary comes, Dh4,063 will be deducted from my salary, despite all dues being paid and cleared. I received my ‘no liability’ letter on February 22, and raised the same issue to the branch manager of EIB at Sahara Centre, Sharjah. I kept on calling customer care for an update, but they cannot figure out what has happened. When pay day arrived, as expected, the amount was deducted from my account. I called the customer care number again, but instead of giving me answers, they just sent another SMS saying I would need to wait another four days for the issue to be resolved.
After four days, I tried to follow up, still nothing happened, and I received yet another SMS stating I would need to wait for another four days. On March 6, I called asking them what happened and why it is taking them so long to give my money back. As always, I did not get any positive response, as they do not know what is happening. On the same day, I received the same SMS again. Immediately, I called customer, as I was fed up of all their excuses. I spoke with their team leader and he said he has raised the issue with the higher management. Unfortunately, until now, I haven’t received any update from the bank regarding the deducted amount.
I hope, through Gulf News, I will be able to raise this issue to the bank’s management. I know that Gulf News has always been very helpful for consumers.
From Mr Christ Ian Lana
The management of Emirates Islamic responds:
Thank you for bringing Mr Lana’s concerns to our attention. We are pleased to report that our Customer Experience team has been in touch with the customer, and the issue has been resolved to the customer’s satisfaction.
We would like to take this opportunity to reiterate that Emirates Islamic is committed to providing the best customer experience to all our clients.
Mr Lana responds:
This is to confirm that the issue has been resolved. Thank you, Gulf News, as the newspaper has played a great role in raising my concerns with the bank. I have been contacted by their customer services team and the amount was refunded to my account.
(Process initiation: March 19. Response from organisation: April 5. Reader confirmation: April 5.)
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