Emirates NDB Bank
Reviews and Complaints

Dear NBD,

I have no liabilities, no outstanding & no loans. All relevant documents pertaining to my new job, new visa, emirates id and salary certificate were provided.

Yet, my credit card is still suspended. This is in-spite of the NBD collections team assuring me thrice over the phone that the suspension will be lifted automatically immediately once the first salary credits into my current account. This happened on 25th Jan 2022, but the card is still suspended.

Whenever I call collections, it gets diverted to customer care automatically. I visited the bank more than 4 times but they say only collection's can help.

I even raised 2 tickets ( [protected] ,[protected] ).

Customer care has requested collections to call me but no one has thus far. Customer care also said that the collections line are having a technical problem. I was put on hold at least 5 times this past week where i was put on hold for close to an hour. I even called at 9 am to be the first called and got though customer care after 45 min only to hear again that collections will call me back. I have been a loyal 10 year old customer with a clean credit score. Never expected this from Emirates NBD. I wanted to plan my expenses for 2022 but its been a really stressful start to 2022 and a horrible experience with NBD. Ideally private banks should be treating clients like me with basic courtesy of a call back and having an initiative to resolve client issues rather than sit on it forever. I have lost faith in your service and am contemplating shifting to someone else who actually care about their clients.

Rohit Phillip - [protected]

It's extremely disappointing to deal with EVA and the customer service reference to tue disputed charges made through my credit card. Instead of addressing the issue or raising a report about unauthorized use of my CC in Apple iTunes, they just blocked the card and provided a replacement without reporting about the main issue to credit back the amount to my account. I have reported from November and it's almost over 2 months nothing has been resolved at all. Very poor service and not to mention how stupid their EVA is they think they're technically capable.

I dropped a cheque into the account on 19th december. i got a message it was returned by next day. i went to sharjah qasmia branch and enquired. but they said it was not reached there. and they said it will take 5 working days to reach there and after they will call, but I didn't' received any call yet. toady again visited on sharjah sahara mall branch they said it was send to po box. as per empost they didn't received. they asked to me the tracking number. again i contacted to customer care they said they don't have the tracking number and they will raise request for that and it will take another 5 working days. i am so disappointed this experience from emirates nbd. please clear my issue asap

Vinod Chiramel George
Mob: [protected]

To Whom It May Concern
I am writing to report the unscrupulous practice of Emirates NBD Bank.
My relationship with Emirates NBD started towards the last quarter of 2019 when my new employer opened our bank accounts for the basis of salary transfer. I was also pitched a credit card, which I later applied for and received. The credit card offered a couple of benefits but the most significant in my opinion was the protect plus policy - Insurance against adverse events.
The premium was charged at .99% per month on every outstanding balance and at the time, I had taken a loan on my card and therefore paid my premium. Considering the amount I was paying, I felt the need to cancel the policy but after speaking with ADNIC -  the policy provider, it was clear to me that this was a huge benefit, something that could potentially save me in the future.
So within 6-7 months of owning the card, I made a phone call to the bank reaffirming my interest and need of the insurance protection and to ensure the policy is not canceled from my card. I also continued to pay my premium afterwards from all outstanding. 
I never defaulted in payment of my bills and ensured that I used the card responsibly.
Two years later - November 2021, I suffered an Involuntary job loss. At the time, I had a significant outstanding on my credit card so I applied to claim the benefit of the insurance I had on my card which covered It.
ADNIC requested several documents that I submitted to facilitate the process. Three weeks after submission, I was informed by ADNIC that I wasn't eligible for the coverage as my Bank - Emirates NBD had canceled my policy on the 1st August 2021.
This was a huge surprise to me, considering that I never authorized such cancellation; the bank never got my consent and I wasn't informed. I immediately rang the bank customer service and was told that they had sent me an email earlier about the cancellation since the CENTRAL BANK OF UAE authorized the removal of all default insurance on credit cards issued by the banks. So unfortunately, I can't get any coverage under my canceled policy.
First, I never received an email from the bank regarding the same. Considering how important and sensitive the matter was, the bank should have used other channels of communication to ensure that everyone is aware.The bank has a dedicated department that calls customers to enroll for credit cards, also a collections team that chases customers who default on their obligation -  so how could the bank rely on just one email being sent to the customer.
Secondly, the Insurance on my card was no longer by default considering that I had called the bank earlier reaffirming my need for it and requesting that the policy shouldn't be canceled from my card.
Thirdly, why didn't  customers receive any sort of reimbursement of funds paid earlier considering that the cancellation of the policy was initiated by the Bank. We were never compensated. What happened to the millions of dirhams paid by several customers for the insurance premium.
I spoke to several customer service representatives of the bank and was told that nothing can be done. After-all, I am not the only person complaining about the same but they got nothing as well.
This is unacceptable from a Bank we trusted to serve and protect our interest. A Bank that promised to be transparent in all its dealings and make our lives easier. 
Emirates NBD has to be held accountable for its actions.

Greetings,

My name is Fahd Saab was having an account with credit cards with Emirates NBD. I left UAE in May 2019 and before I left I paid all amounts were due on my credit cards and loan (you may check your record of my account # [protected]).my services were terminated by my previous employer without receiving my rights. I was honest and loyal and paid back to NBD all what I think need to pay and asked customer service to cancel all my accounts: current and credit cards. I am still receiving statements for visa (4572 xxxx xxxx 4218) and all dues are late payment fees, vats, and interest. I am now jobless and I believe you are aware about the economic crisis in Lebanon. Thus, I am not capable to pay anything. I sent my requests to bank staff to do what is necessary and close this case but without any action taken.
Therefore, you are kindly request to close this account immediate as it seems this account is still active.
I hope you understand what I stated in this message.

Attached is a screenshot for the latest card statement received.

For any clarifications, please contact me via email: [protected]@hotmail.com

Best regards,

BE AWARE ABOUT EMIRATES NBD!
My account was blocked without any notification from the bank. I am outside of the country and have emergency situation without any source of existence. Moreover I can not reach customer service by phone, automatic system is sending me to the bank to unblock the account first. I am writing multiple emails to the customer service, they are footballing me to the online bank support. I am writing them through online banking application, and did not receive any feedback. I got reply only through Facebook bank page, the "most official" their source))) that I have to update EID. Sent all documents as was adviced and received automatic reply that it will take 8-10 working days. Really? And if someone is may die till you will update documents that you need...
Be aware that they may block your account and your money any time and without notification and nobody will assist you, support you or care about your problems! Zero service and respect to the client!

Hi,

I applied for personal loan to ENBD and it was approved as well but fund have not been transferred due to unknown reason and for that I have complaint to bank and they said that they are investigating the reason behind it.

On the other side 1st installment date was due on 30th of Last month and they are forcing me to pay the installment and threatening for consequences if I don't pay immediately.

My point is that how can I start to pay the installment of that loan which I have not received till today and bank is not giving any time line that when I will receive it.

I believe only behalf of only loan approval bank should not ask for payment.

Now they are calling me every day and giving warning for consequences and when I explain everything they replied to contact the sales person this is not their job. In short they need money like extortion.

Raza Agha
[protected]
[protected]@yahoo.com

Complaint Numbers
152285552027
152285552433

Dear Sir/Mam,
ICICI Account No. [protected]
On 26.10.2020, I have made 2 transactions to ICICI from ENBD.
1st Transaction is for Rs. 5, 00, 000 (AED 25, 060)
2nd Transaction is for Rs. 50, 000 (AED 2, 506)
Total Transferred to ICICI Account: AED 27, 566 (Screenshot attached for reference)

Since the credit to ICICI Bank was delayed I enquired about the same with ENBD and I was informed that the Beneficiary details were mismatching with the Account details. But I cross checked the beneficiary details which were rightly registered with ENBD.

Somehow the uncredited amount was reverted back to my ENBD on 01.11.2020.
AED 24, 055.00 was returned against 1st Transaction mentioned above.
AED 2405.5 was returned against the 2nd Transaction mentioned above.
Total Returned to ENBD Account: AED 26, 460.5

Difference or loss between the Amount send and Received is AED 1105.5

This COVID situation has already pushed me towards a personal loan from ENBD and this loan amount being wasted in such a way is hurting me and my financial position. This loss is affecting a part of my financial budget in India.

Kindly help me in receipt of this money, considering the present situation. Will be a great help for me and my family.

This is the worst bank customer service in my whole life. If Bank people don't know what to do ask them to connect some senior who knows things. They are saying they dont know. I contacted Emirates NBD Bank Staff and Customer Care so many times. I have issues with my account. My card was blocked and im not able to withdraw. Yesterday one person said without even checking my account is closed. Today they are saying its working.

Dear Team,

I zuneid Yousuf, customer of ENBD am surprised today morning when I got a message from the bank that your premium of 260000 USD for a policy is overdue. And for my surprise this policy was from a company called MetLife and when I checked online about MetLife it showed me that it is a life insurance policy which I am not at all aware of.

I have signed some investment documents with a lady named Mamta shekhawat contact number [protected], who explained me an investment product which comes under Sharia law and has no interest, which as per my knowledge I need to pay only once. But out of anywhere I got a message from the bank that my policy premium is due.

I have not taken any policy from your bank. This is purely cheating and misguiding a customer. Even I did not received any kind of document from the bank. I asked many times for my documents but lastly what I came to know is that she already left the bank.

if at all I got any policy document, I should have read it and cancelled it long back. As I am a Muslim by religion and I don't entertain any kind of interest income, I am not at all interested to pay this kind of policy. As I can see that Metlife is an American company.

I request the bank to please investigate into it and kindly return my money as its wrongly sold and wrongly invested.

Currently I am out of UAE, I am available at [protected].

The bank has a terrible service records. I requested copies of my Master Card statements for January to March 2017, but the bank just could not provide me with the statements even after I visited one of its branches in the UAE.

I wasted many hours trying to get those statements by calling the bank's Call Center.

Stay away from opening an account with terrible bank!

Jul 14, 2018
This is the most horrible bank to work…
This is the most horrible bank to work with. The employees of this bank are the most arrogant in the whole world.

I am closing all my relationships with this bank asap after working with them for five years as HNI customer.
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abhay chordia
5 reviews
1 star: Bad
Jun 30, 2018
As usual horrible banking enbd..
As usual horrible banking enbd... customer service kept me waiting for 30 mins... dealing with NO ONE. When I went to her all she was doing was WhatsApp. Unbelievable. That's why I have allready stopped working with them longback... hate them

They are good in rolling eyes... unprofessional answers etc... next five years they will go down. Will short their stocks.

I really feel the need to make public my horrible experience with Emirates NBD to warn customers to be very careful with this bank.
First off, the customer service is non-existent, this fact alone is highly disturbing considering they handle your money and the need to have a 100% reachable and reliable customer support with trustworthy commitment is of utmost importance.
There is basically no way to talk to any higher level management with some liability who can take responsibility from start to the end of a customer issue or escalate critical matters for a prompt resolution.
The bank keeps hiding behind a wall of silence through their inefficient call center operators, who can only repeat the same excuse to wait until a follow-up all over again but in fact nobody ever follows up on customer's calls.
The bank NEVER puts anything in writing, which is highly worrying from a compliance point of view.
When submitting a complaint over the app, asking to have a feedback, they hide behind this automated message through email:

"We are committed to maintaining the highest levels of security and confidentiality of our customer's banking information, we regret the inability of disclosing any financial or non-financial information pertaining to any of our customers through a non-secured channel of communication. We request you to write us back through Online Advice service available in your online banking or you can also reach us through our 24 hours phone banking 00971 600 54 0000 for further assistance."

FYI, their online Advice service has been recently discontinued, so the only option left is to call their operators again.

A legitimate question to them at this point would be: how come you treat email as a "non-secured channel of communication" but then you use the same email address to forward all statements of my personal accounts every month? Why should it be me customer calling you bank to follow-up on something you are responsible for? BTW, considering how long a customer is kept on the line before being able to talk to someone, this is highly time consuming and also expensive for people like me who spend a considerable amount of time travelling abroad.
When questioned about the lack of feedback, they reply that they have tried to call, but nobody answered. Excuse me, no answer on one single attempt does not mean you have done a good job and close the case as resolved!
Again, people are busy and not always reachable over the phone, so for me in the digital era we are living in, emails work much better. On top of that, having something in writing is always a best practice (let alone being legally official in case of serious disputes), to have the whole communication recorded and traceable. But obviously this is exactly the purpose of the bank, to keep the relationship with the customer non-transparent and provide no clear evidence of what they are doing.

Now, to the point: I have been having an issue with the Fitness Account since the beginning (almost one year now) whereby the step counts repeatedly fails to save the correct amount, and therefore the interest rate is wrong.
The advertised interest rate is reporting an interest rate of 4% when reaching 15, 000 steps a day. Now, every month I have a surprise, as the paid interest is much lower than the one they declare.

After several notifications to the bank, the call center operators admitted there is an issue, still they are refusing to pay back the due accrued interest. In civilized countries this is called banking fraudulent activity perpetrated on customers damage and would be subject to court case for immediate criminal prosecution.
After several exhausting months I went personally to different branches and finally to the HQ in Deira Dubai in order to meet some senior manager and escalate the issue, in vain. The best I could get was a personal email address of a customer service representative, who kept giving me contradictory information over email and phone every time we talked. Still to date she is not able to give me a final explanation about why the interest has been calculated wrongly and when the due interest will be paid back.

On many occasions previously I have been a happy customer of this bank thanks to the slick look and ease of use of their portal to move money. Now, I doubt they are even just a big scam.
I really hope this message will reach sensible ears and proceed driving positive changes in this or other banks in a similar situation, as I believe people rights must be defended and not be covered by the lazyness or indifference of such customer "care" and make their voice loud when these rights are not recognized.

15th December 2019

I never requested to cancel the credit card .Even though bank cancelled my credit card and charged me pre-closure charges for loan closure as there was loan against the credit card. Their policy says they can not cancel the credit card if there is some outstanding then how can they cancel my card.Also they charged my finance charges over and above pre-closure charges .I have raised several complaints, one of them was [protected].But they closed my complaint and is asking me to pay the full outstanding.

Regards
Bhushan Ghode

Dear Sir/Ma'am,

I'm no longer a Dubai resident and found out a month back, that I now owe AED1, 817.80 from an original purchase of AED111.46.
My online account has already been deactivated for a while now, owing to the fact that I've not been in Dubai since 2014, so now, not only can't I close my bank account or pay off the balance, I am accumulating monthly interest.

I've sent several emails and made long-distance calls to Emirates NBD to settle and close my account only to be told by their Customer Reps, that they can't do anything to help me at this point. Apparently my case has now been forwarded to their Recovery Team and that they can only send an email to them about my calls. I get the same response each time I call; "we've sent an email to your case manager and they will get in touch with you". It's been close to 3 months now and still nothing. They cant even give me a case/reference number.

This is such a poor customer service and with this complete disregard to my issue, the only certainty here is the continuous growth in my account balance.

I've requested for my case manager's e-mail address but I was informed that they are not allowed to give their "Recovery" team's contact info and that I should wait for their call instead.

Could you please help me reach out to my bank and have this resolved?

May I also request to have my name and contact number changed for privacy reasons?

Thank you,
Marissa Caasi
[protected]

The Grievance Cell,
Emirates NBD,

Dear Sir / Madam,
This is to bring your attention to the issues faced by me related to my Credit Card
(i) Liability Letter and
(ii) Clearance Letter
Firstly, I had put a request for the Liability Letter for my Credit Card bearing No. [protected] on 4/9/2019 at the ENBD Branch Near Karama Post Office. I was informed by a Lady Branch personnel that the same will be issued by working 10 days from the date of request. I went to the branch on 22/09/2019 to enquire about my Liability Letter as I did not receive any communication about it. I was mislead by Mr. Dipin Yashodharan in Karama Branch that they do not find my request in the system in this Branch, instead the request had been raised at Galleria Mall. I had never visited Galleria Mall so I did not have any clue howcome it was appearing in the system. There could be a possibility that the lady who accepted my request, her Employee Code could have been tagged to the Branch at Galleria Mall. But as a customer I do not find a reason why I should be assuming these things, it was the Branch staff's concern and not mine. However, he gave me the liability letter dated 12/09/2019 on 22/09/2019, which is valid for only 13 days in total. Again I need to understand if the letter is valid for only 13 days why is it given a validity for 15 days. Make it clear by mentioning only 13 days or whatever working days. Even though I submitted the Liability Letter, but, by time the cheque could had been issued, the validity of the letter expired and I had to reapply for it, again costing another fee for it and it's been 2 months this process is happening. I failed to understand why I was not informed or communicated about the Letter since it carries a very short term validity. Mr. Dipin kept on arguing that my number was not updated in the system so I was not intimated.
For clarification, I have been receiving messages each time I swipe my card, isnt that enough for the system updation. Again, if the system is not updated with my number for any reason, how can that be considered as my fault? I was literally feeling harassed by him for no reason. Just because I was in the dire need of this Letter, I was totally lost and could not understand why the unnecessary hassles were created for such a normal request. Mr. Dipin was very rude and arrogant. I felt if he was treating a learned youth like me this way, I could imagine what kind of treatment a senior citizen or an ignorant person will receive on such enquiry. With such experience, I refrain myself from having any kind of dealings with ENBD if this is the treatment the staff gives to its customers.

(ii) Clearance Letter
Atlast, after all the chaos, I deposited a cheque at ENBD's Jebel Ali Branch on 19/10/2019 for AED 6660, issued by Emirates Islamic Bank against my outstanding dues.
Till date, the cheque has not been cleared and neither the Customer Care is able to help me trace it nor the Branch is aware of any such deposit. Its been 5 working days and the cheque has not been cleared yet. I want a justified reason as why it will not be credited to my credit card account with effective value date and if not, why should I be charged interest on the outstanding amount till the date of the cheque clearance? As a genuine customer, why am I suppose to bear the interest for a liability for which I have already made the payment? I really do not understand why there has been so much of delay in clearing a cheque. Other Banks have been keen on clearance of the liability of their customers, but ENBD has altogether a different approach. The process is instigating the borrowers to flee with the money instead of clearing their debt. I have been dealing with other banks such as ADCB, Noor Bank etc in the UAE, but my experience has never been this bad with them as much as it is with ENBD. The service is so poor that I have started to spread a word among my circle that do not avail any facility from ENBD, it will just give you nightmares for no justified reason. This is the worst bank of the UAE with my experience and please train your staff and improve your processes. Even the developing countries Banks have better processes and pleasant staff to deal with as compared to ENBD based in UAE.

I request you to clear the cheque against my dues asap and issue me a Clearance Letter so that I could get rid of your Bank.

Yours sincerely,

Sanoj Kumar
[protected]

Dear Manager,

My Name is SHERIF MOHAMED REFAAT KAMAL ELDIN AHMED
I have current account with ENBD and I'm interested to apply for credit card.

I want to complain about ENBD's Direct Sales Agent as below :
His Name : VIPIN
His Kiosk : MALL OF THE EMIRATES METRO STATION
His Mobile No. : +971 56 167 4030

Initially He provided me wrong commitment and information about Easy Installment Cash Facility in the Card saying my eligibility in the card upon the issuance will be upto 90% of the card limit.
After getting the pre-approval by the bank but still I didn't receive the card physically because they didn't receive my security cheque yet, he informed me that my availability to apply for cash transfer is 50% of the card limit.
Then on 29 September at 17:42 PM, i requested from him to cancel my application totally due to wrong commitment. He replied to me by SMS saying Ok.

After that I resubmitted my documents with another direct sales agent with the same bank since the agent provided me the full and proper information which really i need.

Today I received a call from the direct sales agent saying that my application declined because of the DUPLICATION for my application on the system.

Today I called VIPIN to double check with him for that duplication issue . He is FORCING me to reapply with him and when i request him today to cancel my application which is pre-approved on the system, He told me that the credit card cancellation process is going to take very long time to reflect on the system.

Sum it up ... VIPIN ( MALL OF THE EMIRATES KIOSK - METRO STATION )

- Doesn't understand CUSTOMER EXPERIENCE CONCEPT.
- Doesn't have knowledge about his banking products.
- Doesn't have loyalty to his customers
- Doesn't deserve to be one of ENBD's DSA

Awaiting for your immediate action please

Regards,

I purchased a ticket on British Airways with my ENBD Visa card and a week later was informed that British Airways pilots were going on strike so they offered a full refund. British Airways processed a transaction of Canadian $1675.77 on August 17th, 2019 and refunded Canadian $1675.77 on August 28th, 2019. ENBD debited my credit card with AED 4, 786.37 on August 17th, 2019 and credited my card with AED 4, 475.72 on August 28th, 2019. The difference being AED310.65. I called the priority banking center on September 13th and spoke to an agent explaining the situation to her. She was extremely rude and asked me to contact Visa for the refund of AED310.65. I insisted to speak to a Manager but she did not transfer me. I asked her to check for the refund and get back to me in 24 hours. The next day she called me and said too bad the refund cannot be made. I'm at a loss here and do not know who to contact for the refund. I now Banks put a surcharge on the exchange rate for every transaction. British Airways have refunded the entire value of the transaction. What do I do next? Visa Card ending in 3425.

So it seems that Emirates NBD collection department is used to ignore customers all the time, they always reject my calls or never return them back. Last time I went to Collection department I needed to talk to my previous account manager which made me wait for 45 minutes and when I asked if I was going to wait longer they told me every one at office already left . It was frustrating because I'm trying to close my credit card which is already paid as per the settlement plan but they want me to pay all over again. Not fair at all! I wish there was someone who can actually take their job seriously to help me out. ( worst bank ever)

The worst service ever I have an issue since I opened my account from 2 months untill now not solved and the issue is they are holding 10k without any reson plus you go to the branch they are let you feel everything will be solve in 2 days and no follow up and after 2 weeks nothing solved and more and more and more customer service is very bad don't bother your self they will not serve you but you who will begging to them and they will decide if they will assist you are no the only team will listen fo you the complain department but also they are just soing their job specialy if the only place can solve your isse is the branch so they will send an email and will try to help you and the emirates nbd departments they will not help you at all I experience that even shippment if they will deliver to you something they are so careless they will give your number wrong and you have to call them each minute aha before I forget don't forget to charge yourphone with 100 aed because it will finish to just reach someone