RAKBank is putting me in a difficult situation, as they took my money and are not giving me a clearance letter.

On March 20, 2017, I settled all the outstanding balance and they sent me an email confirming it was accepted. Yet they have been refusing to give me a clearance letter as they have moved the case to court. At the time of closing, they told me that the case release will be done within 10 days.

Now, they keep telling me that they are waiting for a response from the lawyers. There is no clarity on when they can provide a clearance letter. It has been months they just keep telling me that they will update me soon.

I have closed this card and paid Dh16,000 in cash. I need the clearance letter to move forward. Why are they not delivering on their promise?

From Mr Keerthi Kumar


The management of RAKBank responds:

Please note that as per bank’s standards and best practice in the UAE banking industry, the bank is limited with respect to disclosing or providing details and/or specific information about their customers to any third party to maintain the confidentiality of their data and personal information.

We have contacted the customer and clarified that once the payment was received and after completion of required procedures the clearance letter was issued.

Mr Kumar responds:

Thank you Gulf News for your support. After I sent my complaint to the newspaper, I got the case release letter from the bank.

(Process initiation: June 13. Response from organisation: June 15. Reader Confirmation: June 21.)

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.