I would like to seek Gulf News’ help regarding two online remittance transactions to India, which I made using Emirates NBD’s Direct Remit facility.
The first transaction was on August 11, 2017 for Dh1,497, which was instantly deducted from my account. However, on the next day, I got an email from the bank that the transaction had failed due to the technical error: “System temporarily unavailable.” I got the money credited back to my account after four days. However, I only received Dh1,449, which was Dh48 lower than what had been deducted.
I request Gulf News’ help to kindly intervene and resolve this issue so I can get my money back and to make sure this does not happen in the future to other customers. I have again faced the same problem while transferring funds. Since it is unethical to deduct from an account just because of a technical issue from the bank, I request the newspaper to investigate this further to get the issue resolved.
From Mr Sibin Steaphen
The management of Emirates NBD responds:
We are pleased to inform you that our Group Customer Experience team provided Mr Steaphen with the necessary clarifications and the matter has been resolved.
Please note that we have investigated this matter and would like to clarify that both of direct remit transfers made by Mr Steaphen were rejected due to the Indian Financial System Code (IFSC) which needs to be updated by the customer before initiating a transfer, as these codes were changed in line with the merger of State Bank of India with its Associate Banks.
Furthermore, Emirates NBD had sent out communications to its customers informing them of this requirement, hence we regret our inability to reverse the charges.
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.
(Process initiation: August 30. Response from organisation: September 5.)
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