I worked with RAKBANK in 2011 for about nine months. I had a salary account and a personal loan at that time. I closed all my liabilities with the bank then itself, but the account was active and I have had no communication with the bank since then.

Recently, I decided to use the same account again after six years. I spoke with RAKBANK’s customer service staff via phone banking, and they said everything was fine and I could use the account.

Based on this, on January 9, 2018, I deposited a cheque through a cash deposit machine (CDM). They didn’t clear my cheque for one week and later, they released some money back to me. They said there was a payment pending from 2011 and they were going to take that money. They took Dh4,100 from my account.

I am sure there was nothing due from my end to the bank. If they are saying I have to pay an outstanding amount, why haven’t I receive any communication from the bank for the past six years?

Now, RAKBANK has closed my account after taking money from it. Nobody responded to my questions properly and no one is interested in taking responsibility for my complaint, irrespective of the fact that I have sent a lot of emails. I am disappointed with their service and have lost money.

From Mr Jose Thomas Panakkezham

Sharjah

The management of RAKBANK responds:

Thank you for your email regarding concerns raised by Mr Panakkezham. Please note that as per banks’ standards and best practices in the UAE banking industry, the bank is limited with respect to disclosing or providing details and/or specific information about their customers to any third party to maintain the confidentiality of their data and personal information.

Customer’s overdue liability and charges, levied as per our published service and price guide, was recovered from his account on January 16, 2018, when the account was funded.

We have contacted Mr Panakkezham and clarified the bank’s stance on the matter.

(Process initiation: February 5. Response from organisation: February 8. Process completion: February 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.