I made a direct remit transaction of INR 15,000 (Dh818.46) to India with Emirates NBD (ENBD), on April 28, but it still has not been credited to my account or the beneficiary’s account. I raised a complaint with the bank twice and they said that the matter is under investigation.

I have a few questions regarding this issue, that I would like to get answered.

Firstly , if I have remitted the amount and it is stuck due to a banking issue, why is the bank not returning the money? Secondly, the direct remittance was urgent, but as per the bank’s policy, they can only register a complaint three days after the money transfer. Thirdly, if any issue occurs due to issues with their online portal, why should the customer suffer?

I request Gulf News’ help to resolve this issue and to ensure that this does not happen in the future.

From Mr Ahsan Raza


The management of ENBD responds:

We are pleased to inform you that our Group Customer Experience team contacted Mr Raza and provided him with the necessary clarifications and the matter has been resolved.

We have investigated the customer’s query and would like to clarify that the direct remit transaction that Mr Raza made failed due to a technical issue. However, the matter has been resolved and the funds were reversed to his account on May 8.

We have offered Mr Raza our sincere apologies for any inconvenience caused, and have reiterated our commitment towards continuously improving our services. Emirates NBD appreciates its customers’ feedback and will take every opportunity to further review and enhance any internal processes that require attention.

We would like to thank you for your continuous support in providing us with the opportunity to resolve their issues.

Mr Raza responds:

Thank you for your support and for considering my complaint. Emirates NBD resolved my issue and assured that this would not happen in the future.

(Process initiation: May 19. Response from organisation: May 25. Reader confirmation: May 25.)

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.