Our section at my workplace changed its name due to restructuring, but I still work under the same company umbrella in Jebel Ali, Dubai.
The company released our end of service payments to Dubai Islamic Bank (DIB), but due to a loan, the bank held my gratuity and is currently blocking it, despite the fact that I have already given them all my documents, based on my new contract. I already paid 24 of my 48 monthly instalments and am still willing to pay the remaining amount on my current salary.
I find it unfair the bank is not giving me my gratuity although I am still able to pay the balance 24 months. I find their customer service really frustrating, as I am being set aside and not given full visibility of options available. I went to their collections department and was instructed to clear it with the branch, which has already refused to handle the case.
Is it even legal for DIB to take hold of their customers’ gratuity in this way?
From Mr Joven Peralta
Dubai
The management of DIB responds:
Dubai Islamic Bank (DIB) would like to confirm that its Service Quality team has been informed about Mr Peralta’s situation. We are pleased to say that the team has successfully contacted the customer and the grievance has been resolved in due course.
Our ‘Customer First’ approach is an integral component of how we function as a business and we are committed to doing everything we can to resolve the concerns or complaints of our customers.
Mr Peralta responds:
DIB has responded positively and the issue has been resolved. Thank you Gulf News.
(Process initiated: May 28. Response from organisation: July 9. Reader confirmation: July 9.)
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.
