I had opened a Kunooz savings account with Emirates Islamic Bank (EIB) in November 2016 and had provided all the required documents at the time of opening the account. Later, I received my ATM welcome kit.

In February 2017, I attempted to activate my ATM card, which is when my nightmare began.

As customers, we need to go through an endless list of options through the bank’s helpline, and the option to speak to a customer service representative is not clearly provided.

After a couple of attempts, I spoke with a representative with regards to the activation, and was advised that they had the wrong phone number in their system.

After providing all the details at the time of opening the account and also having my correct number on the welcome kit, the bank somehow entered an incorrect number in their records.

The representative urged me to visit a bank branch, to have this error corrected, and so, I obliged by visiting their branch at Al Khaleej Centre on February 6. I provided the correct number again and also signed a document, requesting for this change. Further, I was advised this change would take effect in approximately 48 hours.

The nightmare still continues, from that moment to date. After a couple of calls - at least 8 to 10 - the phone number has still not been updated. Furthermore, after explaining to the representative that I had visited the branch and provided what was requested, despite there being no error on my part, the update has still not been executed.

The representative noted the complaint, and on February 16, advised that someone from their bank would call me back in approximately three working days.

Ten days later, in spite of additional calls to the helpline, neither have I received a call nor has the correct phone number been updated.

I hope this issue gets highlighted to the officers in the bank.

From Mr Malcolm Menezes Gama

Dubai

The management of Emirates Islamic responds:

Thank you for bringing Mr Gama’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 effectively resolved. Mr Gama has also confirmed that he is now able to use his debit card successfully.

We apologise for any inconvenience that Mr Gama experienced, and would like to reiterate that Emirates Islamic is committed to providing the best customer experience to all our clients.

Mr Gama responds:

Kindly be advised that this issue has been resolved. Although it was beyond reasonable time, the matter is settled and I am able to use the services. Thanks a lot for the assistance.

(Process initiation: March 20. Response from organisation: April 5. Reader confirmation: April 6.)

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