Recently I had a very bad experience with Mashreq bank. It was so irritating and I was helpless. I decided to never go to proximity of Mashreq bank or its services. Some of the staff are so unprofessional. Complaint resolving system is very poor and just an eye wash and formal. Moreover It seems they treat the customer based on the nationality and amount of money association with them. I had a personal loan and credit card with them which I wish to consolidate and make a buy out through ADCB. I applied for liability letter with Mashreq. They issued the letter to me on 15th April. Letter bearing ref EDMS 281104. They have shown an outstanding of 91600 against my loan where as actual outstanding of 85470 AED. I was quiet surprised and literally screamed for help whether somebody can clarify me at the branch or call centre. Every time I call to call centre they say they will arrange a call back. Trust me I never received any call back and I was so helpless. This was my first realization that I selected a wrong bank to bank with. Later however I asked ADCB to release the cheque for the amount indicated by the Mashreq. The cheque was deposited at Mashreq bank Al Wahda mall branch on 17th April 2019 by ADCB officer. The cheque was credited on 18th April 2019. Since then the funds are on hold and they are not processing the settlement. I waited for 10 days and I went to Al Wahda mall branch on 28.04.2019 at 1.07PM to enquire about the status. What was happened at the bank was so disgusting and most terrible and shameful experience I have had before at any other bank in my life. I was there at 1.07PM and contacted Ms. Sana to address my problem and update me about settlement. She said . Please wait sir i will check and update as buyout case requires some time to check details. I waited ..waited ..waited..time was 1.45PM. My legs are paining and she completely ignored me and she served other three arabic nationals in the time. I was so angry and felt shameful. Might be I was not an important customer. She go on serving the other customers and then I interrupted her and I screamed. What is this, I have been waiting for long time and you served three people who came after me. I asked whether Mashreq bank is serving customer based on nationality, gender or any other criterion. She said ” I am serving other customer. please wait” Then I was so angry and asked ” Am i not a customer”. Then the staff gathered and just checked my request status in 1 min and replied that my clearance letter is ready and you can ask your bank agent to come and collect as it will be given to bank only. It was around 2pm. She gave me a yellow slip writing the reference number 281104. Then I called my banker to collect the same by giving ref number to him. He visited bank at 5.30PM and he was told that letter was not ready and you can come back on 30th April 2019. Then I understand that the staff made me a fool by just giving a fake reference number to just send me back from branch. This is highly unprofessional attitude and I raised a complaint to call centre. They rasied a complaint bearing reference 3365762. After 1 day somebody called me from a dubai based landlane number when I was in meeting. I tried to come outside and pick the call. it was disconnected. I called back several times but no response. Later today on 30th April 2019 5.17PM i received message that your complaint is closed. I was surprised and call to contact centre and asked what action was taken against my complaint and why it was closed. They told sorry we will arrange a call back again. Then I told I dont need any callback because it is all just a show to display that they have a system to take care of customer complaints. yet they have not settled my card and loan even though money is available in my account since April 18th 2019. Everyday they will charge interest until card and loan is closed. I don’t have any interest to contact them again. Only thing I can do is I will never use the word Mashreq bank or its products or services in future. I understand we must always go with a bank that respect customers and its concerns. Otherwise we should end up with loss and frustration.
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Published04 April 2019
Submitted by: thirumalesh jelli
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This complaint and/or review was posted on Skeptic Files on 14:44 pm, April 04, 2019 (CST) and is a permanent record located at: https://www.skepticfiles.org/scam/mashreq-bank/.
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Amado Pigat
The head of Credit card division, Further to my earliest request for reversal of fraudulent transactions on my credit card, On the follow up today, i was given to understand that it would take 180days to resolve this?? And the representative also said This amount needs to be paid and later if the fraudulent transactions are proved after 180 days, the amount will be reversed. This is ridiculous… Why should a customer be penalized for someone who has misused outside UAE? For your information, my supplementary card used by my wife swiped her card on 18th morning at AL QASMI HOSPITAL sharjah and within short span of time, some transactions from Brazil has been charged on the card. Usually, whenever any transactions which is unusual in nature, Mashreq used to call me or send me a message for authentication. In this case, Mashreq has not sent any message nor they have called. I came to know about this transaction when one of your representative called me for availing installment on my purchase after 18th of October worth 4k. I was shocked to hear that within a day or two how can my purchases go up to 4k and i asked him to read out the details. I came to know only then. I am very upset with the situation how mashreq has handled this and hence, And I will not be paying those fraudulent transaction amount which you have debited on my card. You may cancel all my cards immediately and whatever Actual pending amount is there, it would be paid. Until then you may block the cards. I am not interested in using mashreq card where there is no security. This is what you have given me a service for a customer who has been paying on time and using your card for ages. I know it makes no difference for mashreq to loose a customer. God bless
Natividad Matelic
Sir, I have received a message from Mashreq bank as QR code fund transfer in USD accepted with Ref No: CPC – [protected]-FTO for amount of USD 3798.25, on June 18 2019. Similar message has been received earlier as well. Currently I am not a Mashreq bank customer. Please clear my mobile number from the transactions/accounts, if entered wrongly, and acknowledge. Thank you, Dr Mohd Haneefa Shaji Rashid Hospital, Dubai Health Authority, Dubai Email: [protected]@gmail.com Tel: [protected]
Danica Cachu
Requested 2 months before then when I call customer care, they ask me to call the collection department. After waiting for 10 minutes each for 3 consecutive calls when I got connected to the collection department they ask to call customer care, then customer care asks to visit the bank. Requested for the clearance certificate through the branch dated 17th June 2019 still not received.
Marg Ugaitafa
Refer to Case Reference No. REF-2554586-Y6N5G3 dated Jan 19, 2019 wherein I requested my credit card from Mashreq Bank which was closed in 2008 to be removed from AECB. I also got a confirmation that the case has been resoled. Upon pulling AECB report as of June 10, 2019 the same credit card is still appearing as active. Kindly resolve the issue at the earliest. I would have no option but to complain to Central Bank since getting in touch with customer service is next to impossible. I also visited your Al Ghurair Branch and was advised to reopen the ticket since they were unable to locate any information related to me using my phone no [protected] which has not changed since 2006. Send me an acknowledgement on my email [protected]@yahoo.com Issue me a clearance letter on an URGENT basis
Rosalyn Mcphillips
REF-4197254-J0Y4K5 Hello Please check my account not proper open here i send you bank details.Please check and let me know because i suffering lot of issue with in 3 week also bank is not giving me proper answer about that.Also my salary was struck with in 3 week please urgently check and let me know. Name : Afrasaib shah rahim Badshah Account number : [protected] IBAN Number : AE700330000 [protected] Here i send you my mobile number : [protected]
Clarine Huland
Unfortunately I have been a Mashreq customer for 10 years and hold both a credit card and a salary account. (happiness account). The bank had promised the joining credit in writing on an email but now no one seems to be responding and they are closing my complaints without discussion. Is Mashreq bank trying to cheat customers by giving false promises?? I was given a written confirmation that the joining bonus will be credited back, but now when I am following up for the same, Mashreq Bank seems to avoid the customer! Very unhappy with Mashreq. This is unethical.
Babette Meidlinger
To Whom It May Concern (Mashreq Bank Dubai) It’s been a month since I paid my NSTL loan to close my account but you have not given me the exact amount to totally close this. I spoke and paid with Mr.Mohammed Kilani in al Rigga branch but he cant give me the remaining balance to be paid and I expect response from Mr.Esmail Ali who is contacting Mr.Kilani about this issue. I even wasted my time to go to Dubai mall branch and was given an email address “[protected]@mashreq.com by your staff to raise this complaint but my email isnt sending to this address. Please look into this matter seriously because I will be leaving the country. Please contact me by email asap at [protected]@gmail.com or through call at [protected] for me to be able to explain the whole incident. Thank You.
Brittani Deshotel
We made a wire transfer for lease/storage on the 3rd September 2019 from US Bank account to our Supplier`s fiduciary account held at Mashreq Bank UAE. Funds have not been received for a long period of time, where we had no other choice but the lodge official complaint to DFS to investigate the matter. After the formal complaint to the Department of Financial Services in the US, they had Mashreq bank New York confirm transfer have been completed and funds credited to the Suppliers fiduciary account held at Mashreq Bank UAE on the 5th September 2019. However 68 Days have since passed and still our Supplier claim they have not received the funds in their fiduciary account held at Mashreq Bank UAE. After multiple attempts we are not able to get any response from Mashreq Bank UAE (Head Office) to assist/resolve or open Bank to Bank communication to address the matter. This payment is holding up a large transaction and suffering financial and reputational losses daily. We ask Mashreq Bank UAE (Head Office) to assist us for we have exhausted all efforts.
Akiko Haeussler
This is to be informed that I have converted my outstanding of AED11, 058-00, into 06 months deal on 06/03/2019. I have been advised that you may pay the minimum payment OF AED 8, 648-95, which i have paid on 09/03/2019, from the Total due Payable of AED19, 705-97. Despite of doing so on Thursday dated 14/03/2019, the Mashreqbank once again taken the deal amount from my account AED11, 057-02. On one hand you have converted the amount to deal and at the same time taken the same amount from my account, which is totally not acceptable to me as a Customer whose association with Mashreq Bank from 1998, which is almost over 20years. I need immediate resolution to this mistake being committed by the Bank. I will be having only Two resolution to the problem either transfer the amount of AED11, 057-02, back to my account or else cancel deal with 0% liability towards me. Kamran Akhtar [protected] [protected]@gmail.com
Siobhan Marcelino
Today Morning I deposited in My Friend Account # [protected]. but Machine was Captured my money and its not refund it showing on the screen machine is out of services. I deposit 200.00AED @ 7:02am date 13/01/2019 in to machine at Mashreq 7848011 Capital Mall BR Muhammad bin Zayed City Abu Dhabi. Am also Mashreq credit card holder my mobile no is [protected]. so let me know how I will take back this 200.00 AED amount. please I am waiting for your needful reply. Regards: Akhtar [protected]
Fatima Lepere
Uae government”s generous gesture of offering 5 day holidays for eid ul fitr was an opportunity for the bank to get richer by aed 1300. My card statement for may 2019 had a total outstanding of aed 2295.75 with a payment due date of 06june2019. As a sincere customer with an excellent track record and ontime payment for the last several years, I decided to remit the full payment on 02june2019 through the routine online banking transaction. However, I was shocked to receive a whopping interest charges of aed 880 in july statement and another aed 400 in august. Little did I realize that even online banking goes on holiday during the eid period. Apparently the amount transferred on 02june was credited to the card only on 08june, 2 days behind the deadline thus leading to an interest charges of aed 1300 approximately. While the customer service has refused to refund the amount, I hope the bank will consider this as a genuine case and refund the amount.