I would like to lodge a complaint against Emirates Islamic Bank’s poor customer service. In December 2017, I found a new job and received end of service benefits from my previous company.

For the bank to release the amount, they needed my original passport with the visa stamped on it. After two weeks, I provided them with all the required documents and requested them to release the amount. The bank confirmed that it would take seven working days.

I patiently waited for two weeks and since I didn’t hear anything from them, I called and visited the bank’s branch in Abu Dhabi Mall and to my surprise, discovered there was a mistake from the bank’s agent upon submitting the request.

The branch manager urgently requested for the release again and I received the amount the next day. Due to this incident, I decided to close my account in Emirates Islamic and applied for a new account in another bank.

I recently requested to cancel my credit card and requested for a no objection certificate (NOC). The bank’s agent was eager and pushed me not to cancel my account. He urged me to continue with my salary transfer to their bank.

I called the bank’s hotline number and cancelled my credit card and requested for the NOC letter. Even in requesting the NOC, they had terrible service. They are giving me a hard time to get the letter and say it will take 45 days from the day I cancelled my credit card. In order to have it issued, I would also need to pay the bank Dh100.

I’ve been a customer of the bank for five years and even settled my credit card liabilities on time and it is very disappointing that I am experiencing this kind of treatment.

From Mr Jeremie Jacobo

Abu Dhabi

The management of Emirates Islamic Bank responds:

Thank you for bringing Mr Jacobo’s concerns to our attention.

Our Customer Experience team has been in touch with Mr Jacobo and the issue has been resolved to his satisfaction. We apologise for any inconvenience caused to him and take this opportunity to reiterate that Emirates Islamic is committed to providing the best customer experience to all our clients.

(Process initiation: March 19. Response from organisation: March 21. Process completion: March 27.)

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.