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I saw a report in Gulf News wherein an account holder was unduly being charged dormant account fees and then, due to the newspaper’s intervention, the bank gave her a waiver.

I have a similar issue. I came to the UAE on a visit visa and opened an account with Emirates NBD’s Umm Suqeim branch in 2012, with a view of ensuring my company is based in the UAE. But within a month, due to operational requirements, I was transferred out of the UAE to a different country. After opening my account, I did not operate it.

Recently, I was transferred back to the UAE and I wanted to reactivate my account with them, but got a rude shock, as I was told that I had to pay a penalty of Dh2,600 as dormant charges. I went to three of their branches in Abu Dhabi but they rejected my plea for a fee waiver, saying that they couldn’t do so as it was the branch’s decision, not theirs. I would like Emirates NBD’s management to get into what’s going on in their branches so they stop losing valuable customers. I had high hopes for them, hence, when I was posted here, again contacted them to activate my account straightaway, but surprisingly, I was told about the fine imposed.

From Mr Rohan John Dcunha

Abu Dhabi

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team has been in touch with Mr Dcunha with regards to the relationship maintenance fees that were applied to his account, and has settled the matter to his satisfaction.

We would like to clarify that in line with the Bank’s schedule of service charges, which is available on Emirates NBD’s website, if a customer’s salary has not been credited for six months, the Bank reserves the right to change the account from a Salary variant to a Savings variant and the fee for non-maintenance of the monthly balance would then be applicable. As Mr Dcunha’s Salary account has not been credited with a salary for more than six months, his account was changed from a Salary variant to a Savings variant, hence causing the relationship maintenance charges to be applicable.

However, as a service gesture, the Bank has decided to waive the accumulated relationship maintenance fees and Mr Dcunha has been requested to maintain a minimum monthly average relationship balance of Dh3,000 to avoid a charge of Dh25 per month from this month onwards.

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.

Mr Dcunha responds:

Thank you for the help and support from Gulf News.

I have received communication from Emirates NBD that my charges have been waived but I cannot confirm it right now as I am in India for vacation and will be back in UAE on June 6, when I plan to visit one of their branch to confirm the same.

(Process initiation: May 2. Response from organisation: May 8. Reader confirmation: May 9.)

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