Rakbank / The National Bank of Ras Al Khaimah
Reviews and Complaints

I had submitted my credit card payment to rak bank which got hanged due to bank atm system issue and I immediately reported by calling the bank.
The person attended the call from call centre was mr. Steve on [protected], reference number [protected] told it will be updated in 3 working days. But when I followed up with rakhi on 2-7-2017 in call centre again, understood steve wrote my complaint with wrong atm machine number whereas I gave all details whatever were asked by him.

Top of that today 4-7-2017, after 6 days no updates given when I called today spoke to imran khan from call centre again. Also I heard aed 707.83 deducted from my account as per standing instruction and late payment fee will be charged to me which is wrong as I paid on [protected] whereas my due date is on 1-7-2017.

This is really service of a nightmare from rakbank which not at all accepted and also entire process is damn unprofessional where no one is able to resolve this request and I am not at fault, even the initial complaint lodged by your representative mr, steve was wrong.

How many days I have to wait for this small thing and also this is a problem of banks atm machine for which I am been held. Will this resolved with this complaint or I shall send a complaint to uae central bank?

Complaint:
Unethical Customer Service Relationship with RAKBANK's "Relationship" Officer

I never thought that RAKBANK has this kind of client service relationship. Through your employee details below, my impression with RAKBANK is not good at it may seems anymore:

Naveen Kumar A
Relationship Officer – Personal Loans
F: +971 [protected] | M: +971 [protected]

11th of June 2017, i tried to apply online for a credit card. An agent called me the same date and said that someone will reach me for the handover of the requirements. 12th of June, Mr. Naveen called once and gave me the list of the requirements. The same day, I managed to prepare all of it. 13th of June, I have the initiative to call him and tell him that all my requirements are complete. I also gave him soft copies via email. But he has lots of excuses and insisting that he is in Dubai and I need to give him my requirements in Dubai, given that he knows that I am working in Dubai - that is my 1st disappointment .

Why does a relationship officer who has the knowledge that his client's location is in Abu Dhabi and you will insist that he/she will need to travel and bring your documents to Dubai?

Second thing, I was the who always make calls to him. Am I not the client? Am i not the one to be reached and feel like I am your customer? Aren't you supposed to call your clients for updates and not giving them 'dead air'?

Third thing, I was the one again who made the initiative to send the documents to Dubai via my sister (who is a RAKBANK valued client also). The same Mr. Naveen's client relationship, he wants my sister to hand him the documents based on his convenience.

Really? Customer Service means the customer needs to adjust based on the availability and convenience of your agents?

Fourth thing, it took me forever and I never heard anything from Mr. Naveen giving that he already got all my confidential information and details. Unless you are not the one who will make the initiative to call, you will never know if he still knows how to utter a word.

Lastly, I am withdrawing my application with RAKBANK and will never make any transactions, or even recommendations, and/or will never have any positive feedback for your company.

Copy of Email Correspondence:

Mohammed Raza Ansari
AttachmentsJun 13

to me, Veeresh

Good day,

PFA RAKBANK CIF, kindly fill, sign and scan the same along the below required documents.

Required Documents to scan.

1.Valid Passport
2.Valid Visa.
3.Emraties Id Front and back.

Regards,

Naveen Kumar A
Relationship Officer – Personal Loans
F: +971 [protected] | M: +971 [protected]
twitter.com/rakbanklive | facebook.com/rakbank | rakbank.ae
Description: cid:image004.[protected]@01D156C3.32AA0630

The Information contained in this message or any of its attachments may
be privileged and confidential and intended for the exclusive use of the
addressee. The views expressed may not be RAKBANK policy but the personal
views of the originator. If you have received this message in error, please
advise the sender immediately by reply e-mail and delete this message and
any attachments without retaining a copy. Although this e-mail message
has been swept for the presence of known computer viruses before being
sent we accept no liability for any viruses or any damage resulting from
the use of this e-mail or its contents.
_________________________________________________
This email has been scanned for all viruses by the Proofpoint Email
Security System.
_________________________________________________
Attachments area

Mary Grace Lagdamen
AttachmentsJun 13

to Mohammed, Veeresh
Dear Mr. Naveen,

Good day too.

You may see the attachments for the required documents. I have already included the bank statement and proof of income.

Thank you.

Best Regards,
Mary

6 Attachments

Mary Grace Lagdamen
Jun 13

to Mohammed, Veeresh
Dear Mr. Naveen,

Kindly acknowledge the previous email once received.

Thanks.

Regards,
Mary

I applied for buy out loan from adcb to Rak bank and my loan was approved since 25.05.17, i applied for liability letter from adcb and i revived it on time however rak bank was not on time to go and make the settlement, the liability got expired and I applied for new one add on that still my money on hold till now and they asking me to pay for the loan installment before i receive my money in which bank in the world they do that .my NAME IS MAHMOUD mobile number :[protected]

Dear,
Serious I Complaint about ATM Located in International City Y-14, Dubai, machine No.0538, its no first time, it happen to me 3 times that the machine eating my cash and cheque, and I have to complaint to Rak Bank every time, serious terrible, and it take time to return back.

Hope can do needful about that, really, serious !

Dear,
Serious I Complaint about ATM Located in International City Y-14, Dubai, machine No.0538, its no first time, it happen to me 3 times that the machine eating my cash and cheque, and I have to complaint to Rak Bank every time, serious terrible, and it take time to return back.

Hope can do needful about that, really, serious !

This is to formally placed a complaint againts Trust Lawyer & Legal Consultants Collection Officer named Sohail Qamar and Mohammed Samee for threatening me every time my payment with the bank is due. Though I am outside UAE, I make sure that I do not forget to pay my bills as much amount or budget I have in hand just to lessen the outstanding amount. Earlier on 28th May 2017, I had received an email from Sohail Qamar (see attached email to see the content) wherein he sent that same email to all of my colleagues in my present company where I am working even addressing it to our HR Department. Knowing our company is very strict when it comes to issues involving its employees on debts. Sohail Qamar called me on the same date and was very relax on repeating the threat to send again the same email to my employer if I will not pay the full amount. I told him that just before 28th May, I had deposited a minimum amount required by the bank on the reminder email I had received. That payment he did not even check first before sending that email verification to my employer. That email he had sent to my employer could have jeopardize my work on the same date. Luckily I had explained well the situation to our HR. Though he sent a reply to our HR Department saying that I am already in touch and no legal case shall be made further on my case, but the shame I had received from my colleagues does not come to pass as I became a laughing stock and rumors about me was already known to everyone even to other department colleagues who does not know me personally. Until today i bear that shame and insult that this collection officer had created on me. On the same date, I even negotiated with him to give me payment terms in 6 months thus I may be able to settle all the outstanding bill and terminate my credit card permanently. He told me that he will request approval from the bank unfortunately, days passed but I have not heard from him. Then just recently on 14th June 2017, I received a call from her colleague name Abigail - Filipino, I told her that I was in touch with Sohail with regards my payment request but had received any feedback from him. The same thing I had negotiated my case to Abigail and she gave me option for 3 installment plan which I re-negotiated for 4 months as I told her that my budget would not meet the monthly due. If I commit on the said amount I might not be able to settle the full amount on monthly basis. So she told me to decide until Sunday following that week or else I have to pay minimum due of AED 700. Sunday came, I send her whats app message in Filipino language saying that I will instead pay for the minimum amount due not later than 22nd June 2017. Then she told me to pay AED 900 as minimum payment. After our whats app conversation, I received another message on the same number from Collection Officer named Mohammed Samee introducing himself as colleague of Abigail. Mohammed Samee told me that he is holding the cheque clearance for me that I had made a promise to Abigail to make payment and even accused me that I am saying another things. And due to this, he said he threaten me that he will contact my visa sponsor with probable police case details. I explained well to him what I had clearly told Abigail on our whats app conversation. (see attached whats app conversation). I told him that why I am subject for police case wherein I am even willing to pay my debt, I told him if I refused and hid from you maybe I could be subjected for it. I even told this guy Mohamed Samee that I had not make any promises to Abigail instead I had informed her that I would rather go for the option of paying for now the minimum due not later than 22nd June 2017 likewise on the succeeding months, later on when my budget is fixed I might as well split my payment on whatever is outstanding to close my debt permanently. I even requested these three collection agent to provide me the credit card iban number as required when paying directly to exchange center specially I am making the transaction outside UAE. I even explained to them that I am paying previously thru ENBD local transfer but due to the current situation now it might had effect and might delay my payment. I hope RAK bank would take action on the way these third party agents are dealing with their clients as it give negative impression on the good reputation of the bank and will even jeopardize the work of their client. In which when the credit card client will loose the job because of the constant email threat from these agent, the bank itself nor the agent will not benefit from it. As the client will no longer have means to settle the payment once he / she looses the job. Banks or its agents are allowed to follow up on missed payments or notify their clients prior to filing a case, but certain methods, such as harassing borrowers, are punishable under the Penal Code.Use of threats to extract payments should not be tolerated by the Bank. The bank or its third party collection office should remind its collector that they may contact other people referred to the credit card client – but only to find out the address, home phone number, and where the client work.

On February the 18th 2017 I received statement of accounts for payment of a non extant credit card for the amount of AED 9.79, on June 18th 2017, four months later I received a statement for AED 819.17. I do not have a Rak Bank account nor do I have a credit card from your bank. The card No. is 5239 xxx xxx 6007, that is the only No. Have. If this is some sort of fraud or scam by your bank I will have to take legal advise, my charges per day are AED 4000 plus any legal fees that I incur.

Please sort this out immediately. Failure to do so will result in legal action

N. Crawley

I am getting calls from rak bank india they are asking for the number of my distance relative which I donot have they are continuous calling me and my nephew regarding this they are mentally harassing me and my nephew I and my nephew has not taken any loan so why they are calling us at home and at our offices this is very serious matter I am going to legal court for this and I will bring you also in the court they are calling from different different number and saying I will leave you if you will give 10000 inr I am mentally harass so I am going to legal court there name are manish, himanshu, akshay, and neeraj and the number is [protected] and [protected] in india.

Dear Sir/Madam
good morning sir/madam
As I met and discussed with mr. Sekhar/ joyce credit card loan recovery team leaders, I have told my 7 years of constant and continuous harassment from the rak bank agency even after payment of dhs 5889/- on 07th july 2009 which is also reflected in your statement, since the agency guy (billkish hyderabad) promised me of settlement letter. Till date I am getting call regarding the payments and settlement letter not given to me. I m calling sekhar/joyce (+[protected] / +[protected]) once I spoke to them over phone, they said they will tell me the status but till date they are not picking my call not responding to my mails.
Kindly do provide me the settlement copy.
With regards,

Dear Rak Bank Team
It's just to inform you one of my worst experience with Rak Bank anyways it is usual with this bank.
I have credit card from 2014 and I was using it from that time suddenly in may my card got blocked due to not submitting the new employment documents I called the customer care for this issue they told me to submit all documents to nearest branch of RAK BANK. I visited the branch submit all documents to the service office. He (sales officer) told me it will take 3-4 days to update it in our system. After 3 days I received email on my registered email address that your new details are updated in our system. After 2 days I went for shopping I bought something and handed over my RAK BANK credit card for the payment suddenly the card got declined, I was so shocked to see that and even that guy looked at me like, so embarrassed moment for me that time. Anyways I called the customer care of RAK BANK after paying that was the reason it is showing do not honour the lady told me that your card is still blocked as you didn't send the documents to us but I asked her that no one asked me to send the documents to you means contact center then she replied no you have to anyways once again I sent all the documents she asked me on phone on 6th May after 2 days I received a msg on my phone that the reference number you are supposed to send the documents are expired kindly contact customer care
I called the customer care again on 8th and they said they didn't received my email and I have to send it again and they provided me a new reference no and on the same day I have sent all documents again ie 8th may Thursday after that I called the guys on Sunday to check whether they have received the email or not so they told that they have received my email and already forwarded to the concerned dept for the process and it will take 2 days!
Yesterday I called again to check the status for the card the guy told me it's already done and tomorrow you will receive the notification for the card otherwise give us a call in evening
Now when I called the guy told me that there is a update in system and you have to send all the documents again and that's it, I asked him what is the reason I already sent it and it's confirmed by the person but he told me no this is a policy you have to send it again and now again it will take atleast 2-3 working days
So I just want to ask RAKBANK is a customer fool or what you are playing simply with the Customer
How many times you want the same documents
RAKBANK is just wasting the time of tehe customer
Is this your service ?
If yes then really pathetic!

Regards

Dear Head of Customer Care/recovery unit,
Greetings!

I am holding your business and platinum credit card ([protected] & [protected]). I am self employed but due to current market situation, my business is not doing well.

I have financial obligations which i am not able to meet. Trying my best to cover up gap and to be current on my monthly statements. However, I am unable to meet financial liabilities with your and other banks even my personal financial requirements.

Payments which I am paying to my credit card all going towards purchase interest and late charges where principal stands the same and not reducing. I want to pay off my credit cards instead of getting collection calls monthly but my business is in loss and not allowing to settle in one go or pay on time. Please understand, moving me to collection bucket every month and harassing me is not gonna make money out of me as I don't have available funds to clear due payments. I am unable to cover my utility bills and kids school fee. Because of these circumstances, I am sending family also back home as I cannot manage over here.

I know all the banks are having the automated procedure of maintaining DUN history and accordingly, customer accounts move to collections. But please lets not waste your collection efforts for me and I know my liabilities which I am liable to pay. I am not denying that. I need help to come out of this debt and simply seeking support to be regular or your credit cards.

I humbly ask for assistance, so i can pay my liabilities on time. I require fixed monthly payment plan to stop interest and clear outstanding. Please provide discount on finance charges and convert remaining into monthly EMI at zero interest which I can afford as per my current financial position. Please accommodate in order to settle your credit card before due date. I am aware that my rating with bureau and central bank has been spoiled.

Awaiting for a favourable response.

Regards

Khurram Shahzad

Dear Sir/Madam
good morning sir/madam
As I met and discussed with mr. Sekhar/ joyce credit card loan recovery team leaders, I have told my 7 years of constant and continuous harassment from the rak bank agency even after payment of dhs 5889/- on 07th july 2009 which is also reflected in your statement, since the agency guy (billkish hyderabad) promised me of settlement letter. Till date I am getting call regarding the payments and settlement letter not given to me. I m calling sekhar/joyce (+[protected] / +[protected]) once I spoke to them over phone, they said they will tell me the status but till date they are not picking my call not responding to my mails.
Kindly do provide me the settlement copy.
With regards,

Dear sir,
I have applied a bank loan through your agent, however I was having a bank loan in DIB bank and it was settled by rak bank already, then DIB called and informed that ask the rak bank agent to collect the clearance letter which is on the 08th May and same day I was informed to person who dealing with me for my loan,
everything was smooth till that day after that there were no more follow up with me at all to received my rest money,
its 5 June still now I didn't get a proper feed back from your agent

please contact me at any time for inquiry
Dinesh Ishanka
[protected])

Dear sir

Please note I have been getting a message (On my mobile number
— [protected]) from rak bank regarding a payment due for aed 539.07.

However please note that I do not have a card of rak bank.
I have never made a credit card transaction on this card.

The message started coming from jan 2017 when the amount started at dhm 3.00. Now it has gradually increased. Please look into this.

Following is the message:

Statement for your rakbank credit card 512304xxxx7001 has been generated. Payment due by 08/06/17; min payment due aed 113.17; total amount due aed 539.07

Sent from my iphone

Thanks

Recently I applied a personal loan from rak bank. I have provided all the documents which they need but there was one issue. As I am living in company provided accomodation I present the tenancy contract too but in contract the building is under owners name not the company later I provide trading license as per their request and again they asked a mail confirming the owner of building is the owner of the company from the company's chief accountant because as per the sales person this should be the final letter and my loan will will done but at the end still they didn't accept the confirmation. My question is I have provided all the proof for accomodation but I don't know what document are they looking for. I have spent lots of time and money to get the liability letter from other bank too but inspite of all proof and document I am not being able to get the amount which I should be getting according to my salary and other allowances. If the sales person and manager is not aware of what document should be provided please do not tell the clients and give the false hope and I want to know why my document couldn't meet the requirements.
Name: sujit rajak
Email: [protected]@yahoo.com
Mobile :[protected]

Hi good morning sir/madam
As I met and discussed with mr. Sekhar/ joyce credit card loan recovery team leaders, I have told my 7 years of constant and continuous harassment from the rak bank agency even after payment of dhs 5889/- on 07th july 2009 which is also reflected in your statement, since the agency guy (billkish hyderabad) promised me of settlement letter. Till date I am getting call regarding the payments and settlement letter not given to me. I m calling sekhar/joyce (+[protected] / +[protected]) once I spoke to them over phone, they said they will tell me the status but till date they are not picking my call not responding to my mails.
Kindly do provide me the settlement copy.
With regards,

I am Archana Singh, wife of Rahul Singh (ac. [removed]), who is a client of RAK BANK since the year 2012. While he has issues with the bank which he is trying to sort out, I wish to know that if can I be forced to talk to your manager who calls from India and uses completely unethical language and foul language. He has even called my workplace, Aspam Indian International School and threatened my HR manager and the receptionist that they are shielding me and claimed that I have taken a loan and not repaying which is certainly not the case . Am I a criminal, why should anyone shield me?

I have already made a complaint against this person in the month of February 2017 and he has not stopped it as I received a call on my phone 30 minutes back.

I refuse to talk or even receive a call from such an unethical person, and I know for sure that I can't be forced to do so. I feel he has a personal agenda against me, as he has been stalking me on facebook and Linked.

I demand immediate action on this, I demand that my workplace should not be called, otherwise, I will have to formally lodge a complaint with the police department here.

My number is [removed]. I am a teacher and cannot take your call while in class, I work Sunday-Thursday 7.45am - 2.00 pm

Dear rak bank,
 
This is get it to the notice of  someone responsible and someone who understands the problem in total clarity.
 
I applied for rak bank red credit card a month ago, everything was smooth and all my documents were duly filled and submitted. I received the card on 6th of may.
Post that as required I started the activation process, I sent the required sms and retained the 6 digit code. Thereon, I called the customer care ([protected]) for completing the procedure and activate my card.
But my small mistake lead me pay a lot.
I called using my personal number and unfortunately did not realize that it was low on balance. The call disconnected in the middle of the process. Ivr reading out my pin and the call got disconnected (To be specific).
Later, I retried and it said try half sometime, I again tried after an hour still the same.
I called the qusais branch and got a response that the card is now on hold.
Then I was asked to visit the branch, there an executive asked me to fill card lost form (Don’t really know why? But I didn’t)
Later, she told me to visit mirdiff branch as my savings account is with that branch.
Leaving my office (Which as it is super tough to leave) I went to mirdiff to resolve the issue.
There they took my documents once again (God knows why!) and again asked me to fill a form, along with it they also told me that the security information in the system of your card is wrong (Mother maiden name to be specific) this is nowhere related to card activation still I completed the demanded procedure. Post this they said once this information is updated in the system then we will call you (Within 24 hours) but I did not receive any calls for 72 long hours.
I called back to ask about it. They said we ahev not received confirmation on the information update in the system and right after half an hour of my call, I received a call back with the confirmation (Isn’t it fishy?)
After this, I was asked to again send an activation message and receive the 6 digit code (Back to square 1), and complete the process from the beginning considering it as a fresh start.
I took a sigh of relief, but no rak bank seems to have personal issues with me, I tried sending the sms but it says sorry  we are not able to process.
I called the customer care again, and they said my verification is not correct and thus they cannot complete the process. This cycle repeated for more than 3 times and now am sick of it.
 
Now I just have a humble and polite final request, kindly complete the process in 2 working days or else return my documents, I will be more than happy to get an adcb simply life card without any hassle and  with at my doorstep service.
I hope am clear and I hope my words don’t fall on deaf ears.
 
Extremely dissatisfied.
Card owner: shahbaz ahmad
Card number: [protected]
Mobile : +[protected]
 
Awaiting a quick (Super quick response) at earliest.

I have not paid credit card for 3 months because i have man y pending invoice from my clients which i have already send the document to the collection again and again she is harassment me by send whatsppa message and calling i dont have pace of mind because of this kindly advice me in this matter

Ref: -Security Cheque will be presented if minimum amount is not paid in Cash machine of RAK Bank.

We shall also stamp the papers for further legal actions and black listing as today is the last day.

Date: - 09/ MAY /2017

Legal Notice reference: - 10 – SPP1 /PS16P-052017

CIF : 2457609 Card #: 5260-XXXX-XXXX-6005

Overdue amount:AED1920

MINIMUM PAYMENT URGENT NEEDED: - AED900

Dear MR. MIR IMRAN ALI,
It is regretted to note that various demands and reminders made by the RAK BANK have not been heeded to. There is no lawful justification for non-payment of your credit card payment.

This will be the final reminder for your payment. 24 HOUR LEFT TO SETTLE THE MATTER. On your failure the compliance of this notice, the bank will be compelled to embark on judicial proceedings at your own risks and you will be liable for all associated costs and expenses of such proceedings which you are required to note.
PAYMENT HAS TO BE REMITTED TODAY ONLY AT RAK BANK MACHINE ONLY.

In addition, our rights to pursue Criminal Case against you remain fully reserved.

This is a FINAL NOTICE and treat this as very urgent to avoid legal actions.

Urgently contact us on the below and if the amount is remitted already, ignore this reminder notice.

My name is suad alkaabi. I am a long time premium account holder at rak bank.
I went on the 18th of april 2017 to make a money transfer to canada. As I was with the bank agent mr ashfaq hussain, the bank manager came and started a side conversation in indian, laughing loud, with no respect to my presence, then she took the agent to the side and kept going on with the conversation for a while (So unprofessional). Finally the transfer was done, and the agent said that it should take a couple of days for the money to reach destination.
By monday the 24th of april the money has not been received at destination so I went to the branch, and was told to wait a couple of days more. Finally I went on the 27th of april, 9 days later, and I was told that the money has been returned to my account on the 23rd of april because the bank destination refused the transfer, and I was not even informed.
When I asked the reason why it was rejected they said that the destination account is a special corporate account and no transfers were accepted to that account, which is not true, because that account is a regular personal account, and was charged an extra 100dhs for that reason, plus 50dhs transfer fees.
I asked to speak to the manager, and when she came I explained to her the situation, and she was very unprofessional very rude, she dont speak nor understand arabic, so my son was with me to translate, and when he tried to explain something she screamed at him rudely "dont speak". She even refused to refund the unjustifiable charges. Finally once we realized that its a waste of time trying to reason with her, we asked her for her business card because we will make a complaint, she did but we realized later that she gave us the business card of the agent "ashfaq hussain" not hers.
We left the bank and we did the transfer through national bank of
Abu dhabi, the money was deposited in the destination account in canada in less than 3 hours. Thank you national bank of abu dhabi, job well done.
I am launching this complaint because no bank client should be treated like that.
A bank manager should dress, talk and treat the clients in a professional manner and this branch manager sima has none of that. I request the refund of the charges unrightfully taken from me for a job not done or I will be considering closing my account with your bank.

I have faced difficulties during the processing of my loan, agent is inconsistent and liar. He doesn't have good customer service. He needs to be retrained so there will be no future issues or problems with your other clients/customers.

The reason why I applied for loan is for mother in law's treatment. The time that I needed the money, they cannot release it because of the document that is computer generated because I am working in SEHA and all our documents are computer generated (but with stamp and signature). So I have decided to cancel the loan because I cannot have the money when I am going home to Philippines. Then I was surprised that they released it when I came back from Philippines and I don't need the money anymore and was decided to cancel it. But they still released the money. So they are not listening to the client and just thinking about their job that they can get money from their client. There is no customer care. Hoping for your immediate action to these agent and the manager who handled my loan.