I hold a savings account with Emirates Islamic Bank (EIB). On December 13, 2016, out of the blue, the bank decided to charge me SMS subscription charges. I noticed the charges on December 14, 2016, and accordingly lodged a complaint with the call centre of the bank, regarding the charges, and asked for them to be reversed.

The call centre representatives informed me that it would take around two working days for the matter to be resolved.

On December 25, 2016, the bank decided that it was time to charge me again. I was abroad at the time and on returning, I lodged a complaint with the bank again, for both the charges. Again, I received the same response from the call centre representatives — that it would take two working days to resolve the issue. I informed them that there were two issues now, instead of one.

On January 18, 2017, they reversed one of the charges. From that day till now, I have been calling them regularly and logging complaints, but my requests seem to be falling on deaf ears. I get standard answers from the bank, that I would need to wait for two working days for the amount to be reversed.

They keep telling me that they have forwarded the email to the concerned department and action would be taken accordingly.

It has been over two months now, since I have been following up with the Bank. The call centre representatives keep telling me that it was a technical error and that they have forwarded the matter to their IT department and escalation team. Hoping for a favourable solution and prompt action from the bank’s staff.

From Mr Gerson Sydney Dias


The management of Emirates Islamic Bank responds:

Thank you for bringing Mr Dias’ concerns to our attention. Emirates Islamic’s Customer Experience team has been in touch with Mr Dias and the issue has been successfully resolved to his satisfaction. We apologise for the inconvenience caused to Mr Dias and take this opportunity to reiterate that Emirates Islamic Bank is committed to providing the best customer experience to all our clients.

Mr Dias responds:

Yes, I can confirm that the refund has been provided by the bank.

(Process initiation: April 2, 2017. Response from organisation: April 5, 2017. Reader confirmation: April 10, 2017.)