I have a savings account with Emirates Islamic Bank. Two months ago, my company notified my bank about my end of service with them. Since then, the bank has withheld my money. Although I have money in my account, I am not able to withdraw the amount.

I don’t have any loan with the bank; only one credit card with Dh6,500 outstanding.

Twice, I’ve requested the bank officials, on the phone, to release the hold. But so far, nothing has been done. I visited the collections department and they assured me they would release my money.

I have tried to contact the collections department over the phone since the past two days, but no one is answering the call.

I have to pay my rent. I am struggling to meet my day-to-day expenses. It’s frustrating. Although I have the money, I cannot use it. I want to know exactly what is the issue with the bank? Why am I not able to withdraw money and when will this money be made available to me?

Please help me to resolve this issue. At least I will have a clearer picture of what the real problem is.

From Mr Ismail Patel

Dubai

The management of Emirates Islamic Bank responds:

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

Our Customer Experience team has been in touch with Mr Patel and the matter has been resolved to his satisfaction. The bank provided Mr Patel access to his end of service benefits the day after the funds were transferred to his account by his employer, with the exception of his credit card limit, which will be made available once he provides his new employment documentation.

We take this opportunity to reiterate that Emirates Islamic is committed to providing the best customer experience to all our clients.

Mr Patel responds:

Thanks Gulf News, for the intervention. I received a call from the bank and the issue was resolved on the same day.

(Process initiation: January 3, 2018. Response from organisation: January 10, 2018. Reader confirmation: January 12, 2018.)

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