I received a big surprise when the Dubai Islamic Bank (DIB) customer service staff told me that DIB would not release my end-of-service benefit (EOSB) due to my loan, which is as per their “new policy”.
I checked with my finance advisor in DIB and he also didn’t know about this policy. He told me that once I give my salary transfer letter, the bank would release my EOSB. The bank just needs to know if you have a new job, which will ensure that you will pay them.
I was totally left in the dark on this “new policy”. I would not be writing this letter if I knew this all along, before I signed those loan papers.
I would understand if DIB withheld my gratuity if I didn’t have a secure job, but since I do, what is the issue? I don’t even know if the adjustment will change the timeline on how many years more I will have to pay my loan.
I seek this avenue because I believe that DIB should be more responsible in giving information.
From Ms Joan Arc Dionisio
Abu Dhabi
The management of DIB responds:
Dubai Islamic Bank (DIB) would like to confirm that its customer support team has been informed about Ms Dionisio’s situation. We are pleased to say that the team has successfully contacted the customer and the grievance has been resolved in due course.
Our ‘customer first’ approach is an integral component of how we function as a business and we are committed to doing everything we can to resolve the concerns of our customers.
Ms Dionisio responds:
I want to acknowledge that DIB did resolve the issue. It was a good thing, although I couldn’t say that I was 100 per cent pleased about it. But, all’s well that ends well. My gratitude to the bank and Gulf News in assisting me in this issue.
(Process initiation: May 28. Response from organisation: June 5. Reader confirmation: July 9.)
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.
