Dear Sir/Madam,

on the 5th of OCT 2019 we had deposited a cheque for one of our employee(Final Settlement), The cheque transaction was complete, before printing the receipt the ATM machine went off and restarted itself, since there was no message from the bank to the employee we called up the bank and registered a complaint against this. when called them for an update on the case the very next day they are saying they cannot assist us with it, the employee has to call for it and the employee had called the bank and the customer care executive had told him that the cheque is received and the amount will be credited to his account by 3:00.PM and that was yesterday 7th OCT 2019. Today is the 8th of OCT and there is no news on it yet, we again called the bank for an update now they are saying they cannot help us on it.

Respected manger please let me know what is your process for this? The executives who attend the calls are too rude on the call and they do not want to speak to the customers well, we are just asking them a general enquiry and we wanted to know what happened with the cheque.

Dear Rak Bank ,

My name is Mansoor Arimbra . I am a payroll account holder with Rak Bank ( 0552705424001). I have sent money to india by rak bank money transfer . the service charge 15.75 will be credit back to my account . the December month I send money , but the 15.75 aed should be credited back on January . but not yet received . I called customer care , but those people are not willing to solve my issue . they don't know about these matter . please note the following

1. October I send money ( Rak Money transfer ) - November 4th I got back 15.75 aed back
2. November I send money ( Rak Money transfer ) - December 18 yh I got back 15.75 aed back ( after called the customer care only )
3. December I send money ( Rak Money transfer ) - January not yet received ( 20/1/2019 )

why like this ? very poor services. your customer care don't know about these matter .

Hi,
My name is Mohammed Zabi Ulla, i called the customer care for a general enquiry for using the credit card and converting it in installment basis. They asked to type in my card number and the pin. So i did, when finally i got connected to a lady, and asked her about the information. She said that, she is blocking all my cards. I asked her for a reason, she told me that the third party was present. The so called third party was my wife sitting beside me in the need to understand the procedure to buy a device on installment.
The lady, without solving my queries straight away said the card is blocked and said to visit nearest bank.
And then, i got to know ALL MY CARDS ARE BLOCKED without a valid reason, my debit card, my credit card, digital banking. I wanted to make an important deposit or transaction. I cannot do it now.
I visited the bank, they are asking me to PAY...
I denied, i don't want to pay for such silly rubbish behaviour.
We trust banks, open accounts... for something good.

I seriously dint believe RAK Bank would do this, i was really happy when i opened an account in your bank.

And now, i have nothing but regret... regret just because of your customer support representative, Who neither solved my query but resulted in creating hell lot of problems for me.

I guess RAK Bank does not train their CSR to put them into more problems whenever they call them to solve their issues.

This is *NOT A CUSTOMER SUPPORT*.

Seriously unhappy with the procedures.
I have the complaint number in hand and i don't know what to do with it. Sit and wait, for a call from customer support...till then make no transactions?

How will i trust the people, i call CSR, they are so rude that they don't even bother to listen.

How will i get the help now, i dont want to pay, why should i pay for something with no valid reason.

HI,MY NAME IS REENU,I HAVE APPLIED FOR LOAN TOP UP,MAY BE 1 MONTH THEY DELAYED AND THE AGENT TOLD IT WILL BE APPROVED,MAY BE MORE THAN 40 TIMES THEY CALLED MY INSTITUION WHERE I AM WORKING ,AS IF I AM DOING SOMETHING WRONG,FINALLY THEY REJECTED MY TOP UP,SHAME ON YOU PEOPLES,EXPECTING MONEY AND WAITINNG FOR LONG TIME,FINALLY NOTHING,WITHOUT ANY REASON REJECTING

THANKS
0508341047

Dear RAK bank


Please be informed that my No liability is missing for ADCB from 3 weeks still there is no Confirmation from rakbank Sales department due to my amount is on hold.kindly do the needful.




Regards
Sk.Mossa

Dear Lazy RAK Team,

My name is Nawab Sharief and I'm a RAK Customer, Its really very Frustrating to reach or talk to Customer Case Representative in case if we needed any help. When we dial RAK Customer Care Service Number 600-544049, We have been given with whole list of options to choose from the Menu, however it DOES NOT give us option "Press x to - Talk to Customer Care Representative" from the Menu List.

We have to struggle like anything not knowing what to do other than trying out all the lengthy Menu options one by one hoping to reach out to Customer Care Representative one day, this will really Frustrate the Customer and cost to the Customer.

I lodged a complained regarding this issue to RAK Customer Care Representative in the Year 2016, they said they will Fix this issue immediately at that time. Nothing happened till date.

Again I happened to call RAK Customer Care Service on 16-July-2018, still the same Issue, i lodged a Second Complaint, hoping that RAK TEAM might wake up one day and Fix this issue.


- Nawab Sharief

Dear Lazy RAK Team,

My name is Nawab Sharief and I'm a RAK Customer, Its really very Frustrating to reach or talk to Customer Case Representative in case if we needed any help. When we dial RAK Customer Care Service Number 600544049, We have been given with whole list of options to choose from the Menu, however it DOES NOT give us option "Press x to - Talk to Customer Care Representative" from the Menu List.

We have to struggle like anything not knowing what to do other than trying out all the lengthy Menu options one by one hoping to reach out to Customer Care Representative one day, this will really Frustrate the Customer and cost to the Customer.

I lodged a complained regarding this issue to RAK Customer Care Representative in the Year 2016, they said they will Fix this issue immediately at that time. Nothing happened till date.

Again I happened to call RAK Customer Care Service on 16-July-2018, still the same Issue, i lodged a Second Complaint, hoping that RAK TEAM might wake up one day and Fix this issue.


- Nawab Sharief

Dear sir am jayaprakash having loan on card , am customer for more than 4 years , i paying my credits and loan due perfectly all months in time , but for the past 7 months i am delayed for one month in payment because of half salary in my company .i am working in medical centre , health authority cancelled 2 doctor license and fines for 12million dhirams , so no income and delay of salary but i paying little delayed. today date 09/07/2018 from collection department name Mr.MAHESH called me and i explain the above things , he started his conversation very rude that we dont care your problem just pay or i make problem for you and i deposit security check . i said sir i dont have salary give me little day to arrange payment , then "he said why you come UAE "? "were is your saving " is that relation to bank to ask me why i come UAE? i told him dont speak personal things about me , speak only related to bank payment .i replied i come UAE for many reson not to tell RAK bank Mr.MAHESH collection department, and his conversion goes very rude no respect treating me like his house maid . i complaint regarding this i hope RAK bank will take action about this Rude Behaviour . finally am out of control and i asked give your name . he said complain anywhere no problem before that make payment i will call give reference number .i cut the call then he continuously called me and said until i pay he not going to leave you , am full of stress because of him , if incase anything hapen to me MR.MAHESH is the reason .his time of call and numbers 045593995 12.31 045593953 12.26 045593966 12.14 afternoon 09/07/2018 my complain number SR4119946.
Thank you
jayaprakash 0553667906

Dear Sir I purchase one I phone 7 bill no is, SI/MG1/03459/271217/00047 in 27th Dec 2017 with my RAK bank Credit Card End with 6006that time sharaf dg given one offer for installment plan 24 month payment i took same . i phone 7 mobile actual price was 2099.00 ADE and for installment 251.88 ADE total amount taken by me is 2350.90 ADE but sharaf dg not make installment with RAK bank so RAK take full amount 2350.90 ade for me. when i received my Rak Bank credit card Statement and i saw the didn't make 24 months installment plan, I call bank and ask why you didn't make installment plan the told me no one contract me for installment so how can i make Installment then i call to Sharaf DG and make a complain , complain no is 506988 against my Installment . I called several time but no one take proper response some time the said to me your Credit Card data is not available with your bank , then i called Rak bank and conform with bank bank said to me your data is with me no one from sharaf Dg contract bank so how can i make Installment plan some time he said to me bank call you you did't received every time Sharaf Dg Customer Care People make a different story , now Sharaf Dg tell me its RAK BANK Flout So please you Clear me who is the Defaulter you or rak Bank because i make a complement in Sharjah Economic Department the also Reply to me its RAK BANK Flout i when i call you you always say to me its Sharaf Dg flout please Reply me who is the Defaulter because i suffer too much
I attach conversation with SEDD
+971-529103592
Afzal Kalim

Hi Dear ,i like to make an offcial complaint about the way your staff and the manager of the Rak Bank of Sheikh Zayed Rd.Branch are tratenig customers.I am so snood that if you do not give me an explanation soon I will close my account immediately. I have approached the Branch 2 times and I had to wait for more than one Hour to be able to seat and talk to the customers service agent after all it took them 35 minuets to accept to see all my Documents just to submit the renewd License copy ,I had all the Documents that they needed as I have changed my company Sponsor they asked for all the other documents which I had them all finaly the Customers service agent iligaly asked me Why there are not much of transactions in my account!!!!! I told him I had a bad year therefore no transactions as much !!!! He asked me if I had another bank account which is none of his oncern but he insisted,I told him yes with other bank in Dubai ,Than he asked me for statements of account from my other bank which is a brich of privacy.I told him I do not like to submit my other bank account statement to you because the other bank is doing their job to do so and they are monitoring all my transactions!!!!! At the end they refused to take my Documents and they are keeping charging my account for not submitting of new License!!!!! I went back and trying to talk to the Bank Manager which is a lady and it took 2 Hours till she talked to me ,I explained the matter but unfortunately she was the worst bank manager I have ever seen and met. She asked me to bring the other banks statements for us to see I refused and said you are just charged me again and again and refusing to take my License copy and other documents but she said the same thing very rudely so I told her to close my account I do not like to work with Rak Bank and I would tell the story to every one I know . Then they said we can not do it you must go back and write a letter with letter head an stamp to close your account.....!
My dear I have spent 2 trips to the bank there is nothing wrong with my account or Documents but some how I’m been treated so bac and I respectfully by staff and Manager that I like you to close my account as soon as possible. Below is my account Number
0122197607001. Sanco General Trading LLC my name is Nader Sanati and my contact Number is 050-6577058 looking forward to hear from you or concern Deputy Branch Manager.

This complaint is to express our frustration with SME loans department. We had a clause that the bank will hold back the amount of Dhs 315, 977.75 until we show consistency in payments for the period of 3 months. The issue is that we have been regular in our payments and the responsible employees at the department kept bouncing our request to disburse the above mentioned amount without returning our calls or email requests. We are being charged interest on an the amount that we did not receive so either they disburse the amount as per offer letter or deduct the amount from balance owing reducing our monthly payments. The attitude and the false promises of the staff members at this department is totally unacceptable ADDING to our whole experience with RAK Bank.

Hi,
This is very disappointing that I cannot open a new bank account in the company's name and I applied for the new account in my company's name SECURATIS INFRASTRUCTURE LLC before 2 weeks.A negative point that I wuld like to note on this matter is that the staff assured that the account will be open in a week,Now 2 weeks passed by and the guy is note attending my call.I thought RAK will be easy going for us and the company since our sister concern already holding an account in RAK bank.We are extremely ridiculous about your service.The guy I have contacted from gold souk branch ,diera is SRUDEEP.K.U
relationship officer,business banking mob:0561423631.The decorum to maintain a good relation with a customer is not maintained.




MUHAMMED SHABEEB KINAKOOL THAROL
BUSINESS UNIT MANAGER
SECURATIS INFRASTRUCTURE L L C
0582487001

Hi,
This is very disappointing that I cannot open a new bank account in the company's name and I applied for the new account in my company's name SECURATIS INFRASTRUCTURE LLC before 2 weeks.A negative point that I wuld like to note on this matter is that the staff assured that the account will be open in a week,Now 2 weeks passed by and the guy is note attending my call.I thought RAK will be easy going for us and the company since our sister concern already holding an account in RAK bank.We are extremely ridiculous about your service.The guy I have contacted from gold souk branch ,diera is SRUDEEP.K.U
relationship officer,business banking mob:0561423631.The decorum to maintain a good relation with a customer is not maintained.

Dear RAK bank,
I have settled by RAK Bank credit card in 2011 and i have the settlement letter from you bank to support. Recently when i checked my AECB credit score, it is the lowest as it shows that I have defaulted the credit card from APRIL 2017. the same card which was settled in 2011 for which i have the proof. How come suddenly the card become active & is being defaulted that too from APRIL 2017 that too after 6 years !!! All of a sudden how did this pop up?!!! im shocked! I dont have or used any RAK bank card or liabilities after 2011.

You need to rectify this ASAP as this is highly inappropriate.

Dear Rak bank management,

Rak bank had lost data of the amount of my end of service amount of AED 176.724.26 which was delivered as a cheque by myself to Rak Bank Collection Department on 10/6/2012 and following are the details:


Kindly note that my cheque amount was already withdrawn from Dubai Health Authority’s bank Account as per their Finance Department Records

Your prompt response and speedy action will be appreciated,

Dr. S.Alshabebi
Mobile: 050/2140714

Greetings,

I am writing this complaint with hopes it reached the senior management of RAK bank

Background:
-I am a customer of RAK bank for more than 10 years
-I am a loyal customer with excellent payment history
Facts:

Due to market conditions, I was unable to make my credit card payment for 2 months
Yesterday (Friday, Sept, 8th, 2017) I recieved 20 calls within 3 minutes from RAK bank collection in Dubai
My complaint:
I am not sure if this is the policy of RAK bank to encourage this behavior of "terrorizing and harassing customers and personalizing the issue" with a long term customer with outstanding payment history

I hope this message reaches anyone who cares about customer retention and customer satisfaction

Sami
050-3940404

Greetings,

I am writing this complaint with hopes it reaches the senior management team in RAK bank....
Background:
-I am a customer of RAK bank for more than 10 years
-I have been a loyal customer with excellent payment history
Facts:
Due to market conditions, I was unable to make my payments on my credit card for 2 months,
Yesterday (Friday -Sept, 8th, 2017) I received 20 calls within 3 minutes from RAK collection in Dubai

My Complaint:

I am not sure if this is the policy of RAK to encourage this behavior of "TERRORIZING and HARASSING customers and personalizing the issue" with a long term customer with outstanding relationship

I hope this message reaches someone who cares about customer retention and customer care.

Sami
050-3940404

By visiting this page atleast I am a bit relaxed to see that this is not only myself being treated badly by sales/customer services/relationship team of RAK bank. Below is my story and complaint I have forwarded to RAK bank and they never bothered to resolve it:
*****************************************
In reference to one of my complaint which I have lodged by calling at your customer services help line, I just wanted to bring to your attention the attitude and bad behaviour of one of your sales agent. I have requested for a world credit card some three weeks before, and he has conveyed the same to me and took all the documentation and signatures from me to process my request. He informed me that there is a nominal fee of 250 AED which will be applicable from the second year, and there would be no cancellation charges for a credit card. But to my surprise, the card I have received is a platinum card which doesn’t contain some of the very features that I required utmost.

After reporting this incident to the helpline, I have received almost 6 -7 calls from that sales agent and the way how he is dealing with me was quite annoying and substandard. Like the last time, he dropped the call by saying now you do whatever you want to get a credit card. Later on, a lady from relationship team from RAK bank called me and tried to convince me to use the same card and literally forcing me not to block the same card.

During all of this episode, no one from RAK bank at least apologises me for what has happened.

I am really upset with this scenario and I just want to quit with RAK bank. I don’t need any product from RAK bank and I request you to give me back all of my documentation and the cheque which I have signed.

If RAK bank wishes to maintain its credibility in the market, he should care about its customers and discard the non-professional sales agents who are giving a bad name to RAK bank.

By visiting this page atleast I am a bit relaxed to see that this is not only myself being treated badly by sales/customer services/relationship team of RAK bank. Below is my story and complaint I have forwarded to RAK bank and they never bothered to resolve it:
*****************************************
In reference to one of my complaint which I have lodged by calling at your customer services help line, I just wanted to bring to your attention the attitude and bad behaviour of one of your sales agent. I have requested for a world credit card some three weeks before, and he has conveyed the same to me and took all the documentation and signatures from me to process my request. He informed me that there is a nominal fee of 250 AED which will be applicable from the second year, and there would be no cancellation charges for a credit card. But to my surprise, the card I have received is a platinum card which doesn’t contain some of the very features that I required utmost.

After reporting this incident to the helpline, I have received almost 6 -7 calls from that sales agent and the way how he is dealing with me was quite annoying and substandard. Like the last time, he dropped the call by saying now you do whatever you want to get a credit card. Later on, a lady from relationship team from RAK bank called me and tried to convince me to use the same card and literally forcing me not to block the same card.

During all of this episode, no one from RAK bank at least apologises me for what has happened.

I am really upset with this scenario and I just want to quit with RAK bank. I don’t need any product from RAK bank and I request you to give me back all of my documentation and the cheque which I have signed.

If RAK bank wishes to maintain its credibility in the market, he should care about its customers and discard the non-professional sales agents who are giving a bad name to RAK bank.

It's quite unfortunate that RAKBANK hire unprofessional staff's as their customer care executives. This is my second bad experience from the customer care executives whenever i lodged the complaints. My complaint( ID-15201055) was the cash deposit via ATM machine was not reflected in the account and unfortunately i didn't receive the receipt and the transaction shows error. I immediately reported this to customer care but the response which i got from their executive was stupid. First of all for each questions he held the line several times, it took almost 5 to 10 minutes for him to lodge the complaint, then he asked me to wait for 4 working days to do the investigation and credit the amount back to my account. I failed to understand why such delay in finding out missing cash deposit in an atm machine where every day their ATM collection team comes and pick up the cash& cheques and load the funds. The second day i called them again i spoke to another executive called "Steve", he got such a rude attitude he talked to me as if like i have borrowed cash from him and deposited into my account. For each verification questions he held the line several times, about 40-60 seconds each. After several long holds, he told me yesterday only i made the complaint we need 5 working days, so from his side he increased 1 more extra day. I have deposited the cash to clear my rent cheque which will due in following days, if the cheque returns then who will bear the cost. if we failed to pay the credit card for 1 day you charge me with the interest.
I am frustrated with banking with RAKBANK, that's the main reason i cancelled my credit with Rakbank and happy with their competitors. I am sure that there are thousands of people who are fed up with RAKBANK customer care response and their banking policies.

From
UNSATISFIED CUSTOMER

I just called RAKBANK today to inform that I accidentally left my debit card in the machine. I spoke with a guy representative named BOB. First he asked for my card/ account number, i told him I don't know since my card was lost. So he asked some verification questions and held the line several times, about 30-70 seconds each. After several long holds, he asked me If I want a card replacement, so I said yes. Then he told me that there is a 50 dirhams charge for replacing the card. I pause for a second, then asked him what if someone found my card and return to any branch, will the bank call me to advise that my card is returned? (I know it may sound ridiculous but just hoping so I could save 50 dirhams for the replacement). He immediately respond that he already blocked the card. I got shocked and asked him why, he replied that it is the banks procedure. I told him that he should've informed me first before making some actions. He response with an irate voice that this is a bank's procedure and that he needed to follow. It got into my nerve that i told him that even if it's the banks procedure, I have the right as a customer to be informed of the actions to be done since it is my account that we are talking here. But he keeps on insisting that he cannot do anything about it as he is just following the SOP. I got the point, but what made me feel annoyed is the way he spoke to me as if i am under his control and that i cannot complain but to just accept the fact that he already made modification on my account. I am so annoyed that I felt like my right as a customer has been deprived and it added to my annoyance his behavior that he kept on talking and he doesn't let me talk. So i asked for his name and told him to transfer the call to the manager as I am now complaining on the way he is handling the situation. he gave the name BOB and told me that no supervisor is available to attend to me as they were busy on the other lines, but I insisted to wait. So he placed me on hold again for three times, about 2 minutes each. Finally I got the chanced to speak to his superior and made a complaint of how he handled our conversation. The supervisor told me that they will listen to the recorded conversation and will call me back. after a few minutes, the same agent called me and apologized for his misbehavior and admitted that he failed to inform me prior blocking my card.

Lesson learned: While RAKBANK have a procedure to follow, it is also their obligation to inform the customer about that procedure, the charges/ rates and ask confirmation from the customer prior proceeding further. REMEMBER that a customer will always be a customer. Always treat your them equally, regardless of nationality or how much money they have in your bank.

Dear

I called customer service agent to resent my PIN from my land line, and was connected to Mr. Mirshad, while talking to him i got a call on my mobile from one of my colleague, so i just attend the call and said ,Mr XX iw i'll call back. that moment onward Mr. Mirshad start acting rude and said i was not suppose to share my card details with any family and friend , and i said ok. But he was going on insisting to whom i was talking and why the other guy called , and he threaded to block my card. Then i asked him why he said your card details was given to me from a different guy and then i transfer the call,I try to explain it but he was so annoying . So i asked to transfer the call to the supervisor . where he accepted to raise a complaint

Hopefully this will be the last time i will deal with RAK bank.

Hi,

I used to have Rakbank credit card few years back and I used it for online transaction

and there was no fee whatsoever for transactions, in fact there was cash back on the transactions..

And then I had an issue with them that they would not resolve until I complained

to the Central Bank.. Then I closed the card..

Fast forward 3 years, I was offered the card again.. I took it - big mistake..

I used it for same online transactions as well as 3 other bank credit cards..

Guess what .. They considered these transactions as cash withdrawal with a hefty

withdrawal fee 3 % and hefty interest 3% /month .. No other bank has ever done this

to me before and I am using 6 other banks..

When contacted they are never flexible and refer me to card xyz terms and condition

written somewhere.. They might as well have written that there will be a 5000 AED fee

somewhere... I mean really, it is like a trap for unsuspecting customers.

The phone operators can do nothing and always mention bank policy ..

This is going to the Central bank and I am already closing all accounts..

Considering their history, I don't think they would want to resolve this

and this is no way to keep customers.. But this is not my problem..

Another issue is they put this credit shield charge on the card without

informing before hand..

I mean really..

DEAL WITH THEM AT YOUR OWN RISK..

Dear Sir/Madam,
I am very unhappy with the service. I have requested a restructured payment plan for my credit card. I went to the Collections dept in Ghusais on 8th June. I had to wait 1hr+ before I was attended to. However, once someone saw me I was very happy because I was reassured that everything will be sorted within a week & the guy was very convincing & polite. However, it is now 13th July & nothing has happened. I have been back to collections on 5th July & for what, to be told the same lie.
My 1st visit, I was told my card will be frozen & my payments will be structured over a period of 36 months, I filled/signed all the papers, gave all the necessary requirements, yet nothing has happened.
I have called a few times & was given this ref # SR3054931
You guys are fast at offering the cards, aggressive to get payments if delayed, but when someone comes to try & clear the debt, nobody is there to help. Very disappointed, to say the least.

Dear sir,




The statement you have generated is 100 % fake and cheating. More over kindly find the attached screen shot of the messages what I am receiving each time when I am making transaction. The difference between the available balance after each transaction ( 10/04/2016 Carrefour - Al Ghurair transaction amount 41.00 aed, Availabbe Balance : 3716.73 AED & 11/04/2016 Air India Limited 31771.00 INR Available Balance : 1963.07 AED) makes clear that the total sum of my purchase with AIR INDIA LIMITED, New Delhi, IND. dated 11-04-2016 is 1753.66 AED. But in the statement , for this transaction you have mentioned 1802.35 as transaction amount. And more over, I would like to refund me the excess amount stated in the statement.