I have no one I can talk to, within the Dubai Islamic Bank (DIB) team, regarding my complaint.

I recently joined a new company. The end of service benefits from the previous company were held against a personal loan by the bank. I submitted my salary transfer letter from the new company, however I was told I would not be able to use the amount.

I visited the bank’s Dubai Mall branch a few times and called the customer care department so many times, but no one was able to give me a solution or at least a clear answer. The only certain thing that is happening is that the “request was sent to the concerned department”.

I finally got in touch with a person from the collections department, who was unfortunately moved to another department. I was trying to get a phone number, but was told their phone number was not working anymore.

I have completed paying my loan for 24 months, with 12 months remaining, and I don’t find this entire process to be fair, especially when the company that I am working for is reliable and has doubled my salary.

When I signed the end of service transfer, I could have got the money as a cheque or transfer to another account, but I am a transparent and responsible person and wanted to make it clear for both parties.

My frustration is growing, seeing there is no one who can assist me. Gulf News’ help would make the difference.

From Mr Cristian Florin Truca

Dubai

The management of DIB responds:

DIB would like to confirm that their customer support team has been informed about Mr Truca’s situation and has contacted the customer. We are pleased to say that the matter has been resolved and we look forward to helping Mr Truca in any other way we can.

At DIB, we greatly value our customers and are committed to ensuring the highest levels of customer service.

Mr Truca responds:

I would like to show my enormous gratitude to Gulf News. A DIB representative called me and said she would look into my case and now, the end of service amount has been released and is reflecting in my account. I would also like to take this opportunity to say thank you to DIB for reconsidering my case and acting so quickly.

(Process initiation: April 30. Response from organisation: May 13. Reader confirmation: May 13.)

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.