I am an account holder with Emirates Islamic Bank (EIB). Recently, as I had decided to settle my outstanding personal loan, I approached the bank’s branch and got an EIB Liability Letter on April 16, 2017. Accordingly, I arranged to settle the full amount specified in their letter.
During that discussion, the EIB’s customer service executive informed me that my next payment was due on May 1 and if EIB’s process was not complete by that date, the May 2017 payment would also get deducted from the account. However, the same would be credited to my account (as this amount was already included in the early settlement cheque).
The payment for the month of May was Dh3,149 and it got deducted from my account. EIB issued a No Liability Letter to me on May 8. Now, EIB has to refund the amount of Dh3,149 plus the differed cost additionally charged from the account. Unfortunately, till today (it has been more than a month), I have received no such refund. Needless to say, both letters were issued after several visits to the branch.
I appreciate Gulf News’ kind assistance to sort out this matter in a timely and professional manner.
From Mr Sunil Madhavan Sarala
Dubai
The management of EIB responds:
Thank you for bringing Mr Sarala’s concerns to our attention. Our Customer Experience team has been in touch with him and we are pleased to confirm that the issue has been resolved to his satisfaction.
We would like to take this opportunity to reiterate that Emirates Islamic is committed to providing the best customer experience to all our clients.
Mr Sarala responds:
I received the refund due to me. Thank you Gulf News, for the intervention. The bank took the matter seriously and helped me to resolve the issue. Many thanks to the team for the kind support extended.
(Process initiation: June 28. Response from organisation: July 4. Reader Confirmation: July 12.)
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.
