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

Dear Rakbank,

Do you just reply to the complaints registered on this board just for the sake of it or you want to take some action? I registered a complaint and immediately your reply came to share the contact details. I did and now there is no response from your side. So basically you are responding just to show people how much you care for your customer but in actual you don't. It's an awful way to conduct business with your valued customer, I am most annoyed that I wasted my time hoping that I will get some resolution.

Jagmeet
[protected]

I've been a customer of RAK bank for the past 10 years religiously doing the payments and making sure all payments are done timely. Now that I have some extra money wanted to close the card and loan that I have with RAK bank. I called asked the outstanding amounts to pay and did the payment promptly. Since that day every day I'm trying to call and request for a closure and I'm told to pay 100 aed sometime, 20 aed sometime, 160 aed sometime. This is continuing since the past 10 days . Every day I go to the RAK atm and do the payment and request for a closure and to my surprise I am told a new amount to pay ( Can you pay this amount now?). Everyday I get told this is the outstanding for now and you pay this and request for a closure, once I do this payment they give me a fake ref number for card closure which later I know does not have any meaning.
The customer care people are only playing around with customers and taking them for a ride.
I'm so frustrated and very upset with the bank. I was under the impression that RAK bank was a good bank but I am wrong.

For the first time in 8 years I faced financial problem due to loss of my job, delay in my salary and family emergency. For the first time in 8 years I was late in paying the full amount due (by few days). I have been spending over 20k every month, always paid my dues in full, however, inspite of being a loyal customer my first request for finance charge reversal was disregarded by the bank. My colleagues who were going through the same predicament after our previous company shut down were well supported by their bank as they offered them a one time reversal for late and finance charges. Banks like ADCB and Citibank Value their customer unlike Rakbank. Their call center stinks, I would really not recommend Rakbank to anyone, this bank treat their customers like a piece of crap. Made a mistake of continuing with the Rakbank card, will be applying for a new card from another bank soon and close all my relations with Rakbank.

I receive a collections letter one day after my credit card payment is due. This time due to the fact that I cannot activate my new credit card despite trying several times sending sms messages to 4595 and receiving no activation code. What other way is there to activate the card? I go into the branch and they say that they cannot help me and that I have to do it online. Here is my internet banking problem all over again. For 3 years I have been going into rak bank and for 3 years have had just complete frustration at the lack of help, expertise and general lack of care that I have received. It has truly been a terrible experience. Now I have to deal with credit card shield like so many others I did not sign up for, was never brought to my attention and was never addressed by anyone. I am really sick of the lack of support and constant harasssment by your collection people who do not even give you a weeks grace without getting nasty. I have had this bank. It is truly awful. I am now trying to close my account but noone can tell me in the branch how to do that either. Good old marina branch. Terrible

I am a rak bank credit card user since more than 4 years. Lately upon viewing my credit card statement, I got to know that I am being charged an "over limit" fee despite of me having an available balance on the credit card. When I called up the customer service to check on the same, they did not have any answer for the same & said they will contact me at the earliest. Request you to look into this matter & get the charges reversed at the earliest & confirm.
Awaiting an immediate response

Regards,
Gaurav todi
[protected]

I have been using the RAK bank credit card for over 4 years now, and I have never faced such harassment. I do not have a perfect credit history and I wouldn't go ahead and say that I am the perfect customer. But if you go through my credit history, it will be visible that I have always paid back my outstanding, in parts or in full. Recently I was outside the country due to some personal reason for a period of 2 months and was unable to make the payments. RAK collections depart, Mr. Ali 04 559 39XX, multiple numbers in that series, called up my father and started abusing him with profanities. (My father was not listed in contacts for the credit card.) I came back to UAE a week back and asked my father to give Mr. Ali my number, which was surprising since I haven't changed my registered number in the past 6 years and so a person working with RAK should have the number, which was working in India as well, but I hadn't received a single phone call. Any who, this person called me and started the conversation in a Rude way, I very kindly asked him to call me back since I was in a meeting and to call back in an hour, to this he started his uber aggressive tone. I told him I was unable to make the payment as of now, but will make the payment early next month. This so called collection agent threatens me, that if you dont pay by today, we will put my father in prison, after which I lost my cool and returned the favor. I told him to file a legal case, because if this is how RAK treated their customers, I would willingly go to court and make this public knowledge than get bullied by an anonymous person sitting behind a phone line.
4 years I have had the card, with no complaints, one bad collection agent has ruined your reputation RAK. Keep it up, because I have shared this story with everyone, and most have already cancelled all their cards with your bank. The surprising thing is that the amount isn't even that high, and I would have probably paid it within a couple days, but now, I will keep delaying it as much as possible.

Letter of complaint

December 19, 2016

Rakbank

King faisal st. Abe shaker

Sharjah, uae

To whom it may concern,

I am writing to address the late payment charges and credit shield which I haven't applied before I have on my credit card numbers [protected] and [protected] every month. I have automatic bill set up with your bank to debit the minimum amount due on my both credit cards before the due date; unfortunately, I found out that you are debiting the payment on my cards after the due date on this particular cards that's why I am having a late payment fee charges almost every month where in my account was funded and whatever is the amount due on both cards was surely covered with the amount that I have in my account.

I wanted to apologize for this inconvenience and i'm requesting to your bank to please waive the late payment fee that has been charged on those credit cards every month because this is not my problem at all, this payment was auto debit in my account.

I have had this credit cards for long time and I have never missed a payment because the payment was set up as auto debit on my personal account I have in your bank.

I pride myself on having an excellent credit report so I hope this will not leave a mark on my record and please do an immediate response on this complaint.

Thank you and hoping for your favorable response.

Regards,

Salih yesildag

Credit card holder

Salih yesildag

Managing director

Anqara auto accessories decor tr.

Abu shaghara muncipality building

No. 14 f2. Opposite istiqlal road

P. O box: 35109

Fax: +[protected]

Tel: +[protected]

Mobile:[protected]

Mobile: [protected]

Sharjah u-a-e.

Email: [protected]@yahoo.com

[protected]@hotmail.com

I have taken credit card and loan from RAK bank and have been paying for more than 1 year now. I had credit shield in my card, I recently lost my job and submitted letter in bank to consider my request until i get a new job, but no action has been initiated and am still getting messages from bank to pay the amount.
Tried calling up collections and they said file has not reach them, contact me [protected]@gmail.com

They without asking you would put a credit shield charge on your credit card

and when you request cancellation and reversal they would reverse only

the last month..

Any charge should be communicated clearly to the customer and not

just added to the credit card every month..

On top of that the reversal should include all previous month ..

Now can someone tell me if this is ok?

I have a serious complaint about Rakbank credit card..

They are charging me cash withdrawal fee and hefty interest on foreign

transactions I have done with the credit card..

I have done similar transactions in previous years and there was not similar charges

whatsoever ..

In addition I used other banks cards and there were no similar outrageous fees whatsoever..

Only Rakbank keeps up to its reputation..

Furthermore they refuse to reverse or entertain my complaint..

Dear Sir

I took loan for a Nissan sunny in 2005 (Reg No. F-69812) and I have completed the loan in due time. However, the the clearance is not happened with RTA. When I went for a new CAR registration they have asked me to cancel or renew the old car.

I met Rak Team in SZR Al Quoz branch, Paid 200 Dhs for clearance on 21st Nov 2016 with following details:

Account No : [protected]
Account Name : CHG COLLECT SUSP AC-AUTO LOANS-PBD
TXN No : M34627

But till to day even after 4th day, my clearance is not done with RTA. The are saying since it is very old they do not have any record. The How you will solve. My new vehicle and the new loan are in problem due to this delay.

Please complete the hire purchase formalities done with you and clear me to proceed with RTA .

Thanks.

Almost 20 days to remove the block on my credit card and I have called soooooooo many times I just waste my time and my phone balance and unfortunately as usual from this worst RAK Bank no care. I submitted request to remove the block then they promised my within only three working days will contact me! But as usual I have to call and as usual still pending and no any care from worst bank ever. Team leader promised me from four days ago that within 1 hour my issue will be solved but as I expected no think happened after 4days not 1 hours his name is Yazan"
Plus your call Centre agents knowledge is zero as usual. It's my fault to be with such bank like YOU.
Plz call me urgent
[protected]

Dear Manager - Collections & Recovery - PB Credit

This is to file a formal complaint to a RAK-Bank employee who's name is (Mohamed Ahmed with a mobile no. [protected]) which his claiming that he's a RAK Bank attorney? when I ask him for his ID he din't shown to me. Today, Saturday-Nov. 5, 2016 at 7:50 pm he entered into my room at flat 104 K4-Bldg. Al Riqqa Diera and started to shout, push and hurt me on my arms and even threatening to bring me to the police station ASAP as well as forcing me to go out of my room. I told him that I admit that I had a default payments of 3 months from my credit card and my phone are currently cut down as well but, as of now I don't have the money and I will not run. He keep on shouting and forcing me to go out of my room and starts to curses, slanders and insults me while my other roommates hears it. I've told him, I will accept if I have a police notice or case now and willing to come with him if he had the documents from legal and the police. But he keep on shouting to me then, I was able to take a photo of his face and video of the situation. I would like to file a formal complaint with concern of his actions. Hence, as a consumer I feel harassed and offended the use of his threats to extract payments, should this be tolerated either? I'll attached messages with harassment and threatening from him.

Looking forward for immediate response.

Best regards,
Nelson Ruiz
[protected]

Hi,
My name is Viacheslav Matvieiev. I used to have a car loan with RAK bank for the period of 3 years time. My loan account # [protected], the amount was borough AED 53, 025 which I have paid off 2 years ago, but it was one late installment payment of one week which I have paid after one week. Anyways, I guess I was charged for that. My main issue is when I applied for personal loan, I got to know that I have a pending installment payment to RAK Bank in the bureau of AED 2096. I was shocked. So I came to the RAK Bank branch in Greens, to get the proper info and to have a solution for that. The manager refused to help me out, and acted careless, it was an Indian lady, she just brought me to the sales representative of RAK Bank. That was actually the only one person who was trying to do something within his power. Unfortunately, there is no result. The BANK never sent me any kind of notification during these 2 years, nor give me a single call. The pending amount was AED 200 I guess, still don't know how much exactly for the late payment as no one of your staff couldn't give me a proper explanation except of that I have to pay AED 2096. This is just unacceptable, the customer service so terrible, careless, and no solutions at all. I'm ready to pay the original balance of the late payment fee, but not the other four that I was charged with. I'm asking you to waive these 4 charges, as RAK bank didn't get bothered to notify me any single time. If I wouldn't apply for the personal loan, I would never come to know that I have a pending amount. It would be just growing in numbers within the years, till It would reach to AED 50, 000, as an example. Instead of helping, the bank staff told me to call by [protected] number a file a complaint. Which I Did before, and no one called me back. So I called there again, the guy told me over the phone that I need to go to the branch. It is like a game, the staff can't provide with a solid information, and they don't want to work. Just rude and careless.
I paid my loan off and was loyal to RAK Bank, unfortunately now, I have absolutely different opinion.

Will be looking forward for your reply.

Regards,
Viacheslav.
[protected]@inbox.ru
[protected]

I have been customer with rak bank for almost 8 years, I did my payments and cleared my dues on time, however recently I lost my job and had to get some cash to look for another job, I took AED 12000 against my credit card, until now I haven't doing a job n in persuit in finding one,
The recovery department called me for the payment, the first caller was friendly and understanding and he gave some time to pay off the minimum payment, however the second caller was the worst I have ever come across, he was threatening me, this you don't to your loyal customers, he did know how to talk and he was talking like he owns the bank, very very very rude n pathetic behavior I could sense it over the phone, nevertheless I paid the minimum amount due,
After a month I received call again and this time two ladies ( Indian origin, sound like south part of India) they started the conversation with threatening me again, to face the legal consequences, I mean seriously how could you do that to your loyal customers, I never missed my payments over the years and now when I have no job n I have been looking for new job I have no money left, which I tried to make then understand however this two ladies were so dumb to understand the situation, I'm not running out from country, I will the dues once I get my final settlement and job but they don't listen, when I asked for thier names they never mentioned it n kept threatening me,
Only positive thing was the recovery manager who was helpful, (Joseph),

Dear sir,

In 2015, I had a rak bank credit card issued to me by rak bank, with a credit limit of aed 15, 000 and I had to have 2 fixed deposit accounts, one for aed [protected]) and another for aed 13, [protected]) as guarantee for the credit card.

Recently (Because I have been a good spender on my credit card), in may 2016, rak bank offered me a titanium credit card with a credit limit of aed 50, 000 and no need for a fixed deposit guarantee.

I was told that I can close my old rak bank red credit card now, and my fixed deposit accounts will be closed 45 days after cancelling my red (Old) rak bank credit card and the funds from my fixed deposit accounts (Aed 18, 000 in total) will be transferred to my current account.

On 30th of june 2016 I went into the ajman branch of rak bank (The worst bank branch service I have ever seen in my life!) and after a 3 hour wait, I was served by jamila, who helped me cancel my old rak red credit card and she took instructions from me to close down my 2 fixed deposit accounts that were acting as a guarantee for my old credit card.

45 days from 30th june is sunday 14th of july.
However, when I spoke to my relationship manager, mr. Fareed ahmed, I was told that my rak credit card didn't get cancelled until 7th of july 2016 (Even though I had gone to the bank to request closure on 30th june 2016).

This would then mean that my fixed deposit accounts would close on sunday 21st july 2016. Based on that information, I issued post-dated cheques from my current account (With the knowledge that aed 18, 000 will be deposited into my current account after my fixed deposit accounts are closed)

Here is the absoltely shocking part:
Inpite of reassurances from my relationship manager, mr. Fareed ahmed...
This morning (18th august 2016) I received an email from rak bank that my fixed deposit accounts have been renewed for another 12 months! What?
That means that my 2 fixed deposit accounts will not close on 21st august 2016 (As promised by rak bank) and aed 18, 000 will not be deposited into my current account - and I have issued post-dated cheques based on the promises by rak bank.

I spoke to my relationship manager this morning, and he said that all he can do is talk to "operations team" - that's all he can do... And he is off on holiday after today.
No matter how many emails you send to "[protected]@rakbank. Ae" - no-one bothers to deal with your requests.

This is not the first time rak bank have lied to me.in the past, mr. Mohamed el ata (Rak bank ajman branch) also lied to me when he said to me that he had already converted all my rak bank accounts to rak elite accounts - that was complete nonsense as my accounts are still not rak elite accounts.

I regret having had anything to do with rak bank.
Rak bank has an appalling customer service and integrity.

M janmohamed
[protected]
[protected]

Hi, I was personnel loan customer in Rak bank since four years, now I have taken loan in Emirates Islamic bank and clear the personnel loan and credit card in Rak bank. After that I am waiting for liability certificate. Later on I have requested for Auto loan in Rak bank and I have informed everything to Rak bank representatives Mr. Anirud and Mr. Adorn about the Emirates Islamic loan, also informed this month onwards my salary will not come to Rak bank and I am waiting for liability certificate from Rak bank. They said there is not required salary transfer for Auto loan and they ask me to send Emirates Islamic loan installment sheet for verification. I forwarded same to them. I am not aware I should wait until liability certificate comes from Rak bank. They did not tell me I should wait until liability certificate comes because they have month end targets. They want to achieve their targets and they put me in problem. Clearly I told them my salary will not come to Rak bank account this month onwards. After that also they put Auto loan under salary transfer account. From Emirates Islamic I took loan AED 80, 000/- and cleared 56, 310.23 Rak bank loan. Difference amount AED 23, 689.77 is not credited to my account due to liability certificate not received by Emirates Islamic bank.
Request you to kindly check and do the needful. I don't know what to do now. My funds are blocked in Emirates Islamic bank and I have to pay EMI this month onwards.

Regards,
Siva Prasad B
[protected]

Respected Sir,
It's my pleasure to inform you that I have been Rak Bank Credit card holder for more than 2 years with the best history(Check [protected]).I applied for my card cancellation on 02 /06/2016(Document attached), As per Mr.Biju Mathew(Customer service manager) in Dragon Mart Branch i could apply after 45 days i.e 17 -18 july.I visited him on 19 th July, 2016, he replied wait for couple of days and that he will call. I waited for couple of days but no single reply.I visited him again on 21, i mentioned my problem and details, the answer was just harsh words and simple WAIT, despite of telling that I am working as a doctor and taking off for these works but very bad experience.Finally same answer wait i will call in couple of days.I visited on 25 and asked him what is this drama, why i cant apply for my clearance letter, give me solid reason but he was again rude as usual and said i will call you again .I asked hime give me your contact number so that i can ask you before coming to avoid wasting my time. Since 26 till this moment I am writing, I called his number 1000 times no single reply.I left couple of telephonic messages(check record), But no reply.
I am sorry to say If this is your customer service with such people being the face of Rak Bank, Please take necessary action or let other customers avoid such wasting the time and headache that I have been through by leaving the Bank for ever.If no prompt action was not taken sure I will write in newspaper and magazines the reality from the core of my heart.
I expect from higher authorities to take necessary actioin agains Mr.Biju Mathew to avoid other customer being tortured mentally.
Thanks

Hi we received approval for amal personal loan 60 days ago

the sales executive Piysh [protected] has promised a few days of delay to pay off a credit card with emirates NBD

then when paying the card the representative MR Abdul forgot to place his ID with the emirates nbd and waited 15 days to do so giving excuses that al aid holiday ( al eid holiday is only 3 days )

and now after waiting another 2 weeks with only excuses the sales Piysh is just shutting the phone in my face and speaking in Avery aggressive manner

3 days ago emirates nbd informed both rakbank and us that the approval letter for paying the card has expired and they cant issue the liability letter without it

we are chasing them up to this damn moment to drive 5 minutes from silicon oasis to china mall to submit the paper but again only excuses and shutting the phone

iam only making this complain because i need a reference for the central bank complain
Rak bank incompetence cost us 2 payments on the loan and 2 cridit card payments only because of delays and empty excuses