I have a bank account with Emirates NBD, which was opened by my first employer in 2012. I was totally unaware of the account details and the type of account that was opened. I wasn’t concerned at the time to learn more about it as well, which is my mistake. I quit my job the next year, but continued to use the same account for some time. Unfortunately, my next employer started paying me via a WiFi Protected Setup (WPS) system and gradually, I stopped using this account. This year I joined a new job and my present employer checked if I had any bank account. That’s when I thought I already had one and started checking the details. I was shattered on finding a negative balance in my account, which I barely use. I started enquiring in every possible way how this happened and how to request the bank to waive these charges. I was informed that the account was a salary account, which was supposed to have a minimum balance. I was totally unaware and the bank never sent me any reminders. I pleaded with them many times, called many people, registered many complaints, and wrote apology letters, but I have had no luck.

I stay with my family and have a baby to take care of. I don’t want to give the money I’m earning to Emirates NBD just because I had an account with them that I have not been using. I have no problem in continuing to use the same account (I already gave the same account details to my present employer), but I plead with them to look into this matter and help me get the negative balance waived.

The balance is now Dh707. It might appear small, but for someone like me, who is trying hard to make ends meet, it means a lot. I look forward to a complete resolution for this problem.

From Ms Manju Madhu

Dubai

The management of Emirates NBD responds:

We are pleased to inform you that our Group Customer Experience team has been in touch with Ms Madhu and the matter has been resolved.

We would like to confirm that the customer opened a salary account in 2011 and the salary stopped being credited in 2012. Therefore, we would like to clarify that as per the Bank’s policy, if the salary is not credited for a period of six months, the bank reserves the right to change the type of account from ‘salary’ to ‘savings’, hence the fees for non-maintenance of minimum balance will be applicable.

However, since Ms Madhu’s salary started being credited again, and in appreciation of the customer’s relationship with the bank, the accumulated monthly fees applied on the account will be reversed on an exceptional basis once she submits her new documents, including a request to change the account type to ‘payroll’. She was advised to do so by visiting her nearest branch.

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.

Ms Madhu responds:

I am really happy to say that the Emirates NBD team has waived all the charges. I have received confirmation regarding this and on checking the account, I have found that the charges have been waived. I would like to thank the bank and Gulf News for supporting me.

(Process initiation: February 17, 2017. Response from organisation: February 23, 2017. Reader confirmation: February 28, 2017.)

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