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

Dear Sir,
My name is Fazil Shah, in 2009 i made Rak bank credit card but i never used it, and i came to Pakistan in 2009 during recession, in 2011 i received a call from RAK bank representative MR Roy from dubai that i have service charges pending of about 700 AED so please pay it,
for the good well i payed it, but back in 2013 1nd now in 2018 again i received a call that i have to pay 5000 AED and harassed, so kindly tell me that your bank is running on Fraud, if so then kindly inform us, Your bank is also defaming by these people

My details are as below,
M.Fazil Shah
Passport number is GB 5141141
Pakistani national
Email Id= [protected]@gmail.com

Hi,

I would like to raise a concern on my RAK Bank credit card settlement, few weeks before I had received many calls from RAK Bank 3rd party collection service, named Derbydebt collection and at the end, I and they agreed upon a settlement plan of 6 installments to cover up total due. And I also confirmed with them verbally that this plan never going to affect my credit report. I paid my first installment and sent it's receipt to the person in charge. As per them, I wouldn't receive any calls or emails from RAK bank thereafter and they will remind all the months for my installments since RAK already approved my settlement plan through them. But now days, I've been receiving many calls and emails from RAK bank and as per them, my settlement plan is not yet updated in their system. I've returned to this 3rd party company person in charge and asked him to send RAK approval email for my plan for my record, but haven't receive any response from him. I can put his details below with my card number as well as contact number. I would like to receive a clarification on this settlement plan as I do not want this complicated, and it is an amount of AED 6150, or 1030 AED per month.

Contact - [protected]
email: [protected]@gmail.com

Person I contacted for settlement plan - Alex Varghese
email ID: alex.[protected]@derbydebtcollection.com

Dear sir
I would like to complain related to my credit card. I got a call from rak bank that they can upgrade my current credit card with rakbank air rewards card and that time I clearly mentioned to the person that I have to update my employer details and I will go to bank then he told me that he will call back after few days meanwhile I went to dip branch and completed all formalities to change the detail. Again I got call and I informed that I have submitted the documents to the bank he told ok he will verify and process for the card he asked me questions and during that I clearly mentioned the name of my new employer and other details after few days I got new card and started to use. Suddenly one day when I was not inside the country I got message that I have to visit the branch. After I arrived back to dubai I went to the branch and asked they told that new documents are not updated due to signature mismatch then I got new form to sign and I signed again, during this time they blocked my card and said that you changed the employer thats why they blocked. My question is I clearly mentioned to them that I changed my employer and my new address is also not the same as before then why the issued the card to me, only because they want to complete their sales target also the information given to me for the card did not matched to the card. Bank raised the statement and charged 400 aed from me also after successfully submission of my documents to the bank they did not reactivate my card I have messages from the bank clearly showing that details are updated successfully. I keep calling the bank they asked same documents again by email that also I submitted again my complain is that if personally I went to the bank and I received messages that documents are verified successfully why they keep asking same things again and again also customer care they are not giving any satisfied answer. I don't have any problem if the bank will keep block my card or will cancel that. All I want if they dont want to re activate my card bank should return the annual fee to me. And must take action against these kind of sales people, so that they will not repeat the same with others.
[protected]

Regarding my credit card number 5260******9007 its showing over limit fee of amount 285 AED. The amount I took was 5397.15 AED I paid the amount 5400 AED before the payment date (21-Aug-2018). Now its showing over limit fee. After full payment now my credit limit showing only 4700 AED. This was card not using from the last 6 month. where is my balance amount and why this showing over limit fee.
Please reply me on: rathee.nair.[protected]@gmail.com and my contact number [protected], [protected]

My credit card statement as per terms is getting issued on18 th of Every month. Unfortunately on repeated requests also it's not addressed upon to issue the credit card statement. And the Tourist club RAK business centre, the attitude of the female staff is intolerable. I am new RAK bank customer. For the past several years I was dealing with ENBD and ADCB which I am still operating and good relations. I have never came across such kind of RAK exclusive customer services.

I decided to closed my RAKBANK credit card, so when i received my statement of account it was mention there i need to pay 5, 476.52 AED as i have over limit for about 363.51 due to my monthly EMI ( installment) so according to my total payment i need to clear the full amount of AED 5, 476.52 in my account before 10 of September 2018. So i made the full payment last 5th of september 2018. And according to my mobile banking i clear all the require amount 5 days before the due date. And everything started.

I called customer service last 6 of september to place my credit card cancellation as i am confident as i paid all the charges included the over limit charges charged on that particular billing statement i received as it was stated on my e statement. But on my dismay the customer service agent told me that i have a pending over limit fee for the month of august and they cannot process my cancellation, so i tried to call once again to check if im getting correct information. I ask first if what is my out standing balance in my credit card and clearly confirm that there is no any outstanding balance in my credit card and he proceed to my credit card cancellation and again agent inform me that there is over limit again in my credit card which i told him that it has been paid already for the billed amount of aug. 16 that need to be paid this month of sept 10.
I ask him him how come there is over limit fee in my account if i make the full payment and the transaction from 17 of aug till 16 of september is not even billed yet. As as far as my knowledge in terms of over limit fee is depending once your billing generation date arrived and you have extra usage more than the credit limit alloted youll be charge of over limit fee, but my billing generation is still on 16 of september and there is no any usage anymore in the card after the billed generate last month.

I told to the agent to raise a complain but he refuse as he insisted that it is bank charges, as i told him i clearly respect the charges but if it is valid but im being charge of 2 over limit fee for consecutive months even i made the full payment.

And after that day i received a call from rakbank again and gone thru again with the same conversation, and i ask him for some example which is totally i get the absurd and as if they dont know what they are totally saying.

I really wanted to raise this matter as i read that its nOt only me, RAKBANK is reaping customer out, and i feel pitty for all the customer who will or face same issue which leaves the country already knowing they paid the full amount but they are being charged of certain charges which is not valid..

Yours trully,

Fatima

I have created my company on May 2018 and started operating in June 2018. I have reached to Rakbank to open a business bank account by the end of June 2018 due to the documents they requesting (resident visa stamped, emirates id, company documents, etc.).
We are in September and I still don't have my business bank account opened. I have the compliance team approval for weeks already and still no account opened. It is ridiculous that on the current century, you need to be constantly following up with the relationship manager, customer service, etc! Nobody can get my account up and running - I've been struggling for months with my customers unable to pay me and I'm here still fighting over the phone, hoping to get the situation resolved - it is ridiculous.

Customer service won't do anything, RM won't do anything - and there is no way to escalate against the compliance team that is slacking off/dragging the process!

I have never faced a similar situation in Europe.

Hi, i want to submit complain about Rak Bank Credit Card. Last week morning i got a call from Rak Bank and they ask me to start Rak Protect Insurance but i refuse them. Without knowing me they have started my insurance and they set monthly premium.
Also same day they deduct money from my account. When i was aware about that insurance, i already call to Rakbank customer care for cancellation of Rak Bank Protect Insurance they told we we have submit your request and our team will call you for cancellation of that insurance. Right now i have not received any call. So i want to say how Rak Bank is doing fraud with their customers.

To whom it may concern...

We have been suffering trying to find the duplicate statement since 2 weeks.
They told us that it will be sent to the po box but unfortunately we didnt receive.

Please note that the problem is still not solved and we didn't get the duplicated statement till now!

Note that our pro went to the bank last thursday and they told him that the statement sent to the po box on 1/9, same day I called you and told me that its sent on thursday same day then next phone call you told me it has sent on wednesday!

Please tell me whom I should believe?
And tell me what do you think about this kind of treatment!

And also tell me when and where should I find my duplicated statement?

We need this statement urgently for documents submittal reasons and rak bank staff are being cold and not responsible (specially the 2 ladies whom are sitting on the customer service reception - alqusais branch), they even didnt try to search or to track it for us!

Having this kind of people will lower the rak bank reputation more than the low level which is having by now.

Thanks

Hashem aljamal - general manager

Faris al htailah sports equip and articles trading
Ac number : [protected]

In 13 Aug money transferred from Dubai United Arab emirates to Yangon, Myanmar.
but Dubai and Myanmar between bank was contact with you.We already swift copy also but still not received transfer amount.Kindly check for me and give me solution .
Company name-Linkquest Telecom Myanmar Ltd.
Account number:[protected]
Transfer to -KBZ bank(Myanmar Center branch)

Please reply my mail id-lalita.[protected]@linkquest global.com

Credit Card Number [protected]

To whom it may concern:

I would like to highlight an issue I am having with Rakbank regarding a credit card I had settled four years ago. (Last payment made, 27 March 2014 - Branch Airport Road, AUH). I have enjoyed and was satisfied being a customer of Rakbank last 2012. Today, I'm writing to request a goodwill adjustment to my credit files/credit report and be updated as a courtesy.

Recently, I have been applying for a buy-out on my current bank, Banque Mirs. All the while, I was confident that Rakbank will approve of my transfer, in which my agent have assured that things will go smoothly because I was able to provide all documents and requirements he instructed me to present so as not to have a bad record on my current bank statement. After signing papers to process my transfer/buy-out and waiting for almost a month, I came to know that my request has been rejected due to a credit report made by Rakbank credit collection for the reason that I requested to have my credit card restructured, four years ago.

I came to know this restructure facility in your bank when I, together with my friend, visited Gaba hotel in Abu Dhabi, where your collection department was located that year. My friend was having a settlement on your bank that day. That time, I asked for an advice on what I should do to be able to settle my credit card with a fixed payment every month for I did not have any idea of this restructuring facility. They advised me not to pay for three consecutive months for my credit to be sent to the collection department. Those years, my family has been struggling financially due to consecutive adversities that had happened: my husband being laid off from his job; my children were all here studying that time; settling the accounts from schools and university; and my other son had a stroke. For those reasons, I took the chance just to lighten my burden financially.

Fortunately, the request of restructuring my credit card was approved without any difficulty. I paid every month as a responsible credit card holder just to have a good record. I maintained the good status of my payment since I did not want to have any difficulty in times of need. Unfortunately, for that restructured card, my request to transfer has been rejected recently. I hope that you do an appropriate action on my request to transfer and loan so that I can finally solve my predicament.

I appreciate my agent and his team leader for they helped as much as they could, despite knowing that this matter is not within their hand.

Thank you for taking time to read this letter and on considering my appeal to Rakbank regarding this case and my credit report with you.

With Regards!

Sincerely yours,

Elisa D. Aquino

I want ro raise a complaint against RAKBANK collections who's mistreating the costumers. This lady with phone number ‭[protected]‬ will call you 5-11 times and ask you to pay. In addition to that she will talk to you as if you are not a human. I understand that I owe the bank however if i will not be given a chance to even explain my situation how can you sort things out. And also, i was telling to this lady that i will pay within the day but she's insisting me to pay at a given time(06pm). So is that mean if i will pay after 6pm my settlement plan will be cancelled automatically? Appreciate if you can at least listen and negotiate things with your customers. Every individual has it's own personal struggle or situation.

My name is Bernadette. Last wednesday July 25th i went to Mirdiff Branch to request a 2nd liability letter coz the 1st one was expired already when i went there to present the cheque. Dubai Islamic Bank is buying my remaining loan in your respected bank. Liability letter only takes 7 working days to be processed. Today is the 9th day. I keep on calling customer service and mirdiff branch and until now ot wasnt process. Im running out of time. Now, im supposed to pay the loan 4th of August somebody called me regarding the payment i told them im just waiting for this letter so i could settle all the liabilities in your bank. The guy said okay pkease you need to get it Saturday (4th Aug) i never received and it's the 7th day. They already deducted like AED 500 for the payment of loan. I put 110 dhs in my account last night for the payment of this letter, today the bank took the money. I called again this morning mirdiff branch, Ms Elena said she'll get back to me, she didnt. I called customer service manager in Mirdiff Mr Yousef, he never answer even my voicemail. I called customer service she said its under process. Its the 9th day! I went there 25th of July. How come they never do the liability letter? Is this a way of punishing me coz i opt to change bank? And my other concern is, i keep putting 110 dhs for the payment of this letter, and this bank always take it as a payment for loan!
I will pay everything, just i need this liability letter and im begging you i am running out of time! This liability letter takes too long, when you can give it to me in 7 working days, pay my loan to you and everyone can be happy. You can't just ignore my request and not do it because i'll transfer to another bank. That is so unfair! Im begging you, release the liability letter so i can settle everything to your bank. Please do not ignore this request that i made since 25th of July. Please. Can somebody help me with this. Please. Please.
Thank you.

Bernadette
[protected]

This bank I have had numerous issues. Please do not join this bank. I wish i had been advised bettwr. You will be miss informed. Staff is unprofessional and they do not handle matters directly. U will wait 1 week for a call back on your reference. Informal and bad bad handeling. Closing my account and wish I had never had this terrible experience. They should train the staff better

Dear Top Management,

My name is Ali Rihan Mohamed Rihan holder of credit card # [protected].
I would like to raise my complaint to the top management in RAK Bank as I have been mistreated from your staff during the last 2 months and I have complained several times with no action taken.

Since I have your credit card and loan, I have not delayed a single month with a very good history with your bank as you can check in your system. But last month I was in vacation during the statement date and when I came back, I started to receive a lot of calls from someone his name is John from your collection department, I have requested him for a week period because I just came back and need to manage it but he started to talk with me with a very bad attitude which embarrassed me too too too much and I will never accept it as it reached to him to say that he will send someone to my work to inform everyone of my staff that I have a loan from RAK Bank and I do not want to pay and he will make sure to destroy my job and started already to contact my HR department and informed them with the same which they have informed me.

Then I have requested to talk to his in charge but he transferred me to Mr. Alden who has the same attitude and maybe more. So, I requested another person to be able to talk and finally my call was transferred to Mr. Ahmed Shehata who received my complaint on 22nd of July 2018 with a nice and respective way and he apologized that John took the issue in personal matter and it is not first or second time to receive the same complaint of the same person.

I have requested to pass my complaint and I will pay the balance but I am suffering on paying in different places then he said that I can pay to the credit card and the bank will split the amount into both options.

On 23rd of July 2018 I have payed AED 4000 to cover more than the needed amount. But unfortunately it has not been transferred from the credit card to the loan as I have been promised.

Today morning I have received more than 10 calls from John again regarding the loan payment and I mentioned to him to check with Ahmed as payment already done.

Unfortunately he did not believe me and he called our HR again who passed the same to our GM who gave me warning letter "note if it is your procedures and caused me to lose my job, How will I pay you later?"

I went to RAK bank collection department in Al Qusais to meet Mr. Saleel who John's Manager to complain but I could not do so... but I met Mr. Hazem and explained to him everything then we tried to call the same number for John and he answered with a very bad attitude "I think he needs a special treatment and I advice him to see a doctor" Then I gave the phone to Hazem to understand something but unfortunately he treated him with a very very very bad behavior too.

End of the story, I have been effected in my job with a warning letter and salary deduction I am in a very sensitive position and got hurt from your people although I did not do anything wrong either than I decided one day to deal with your bank.

Please be requested to do the needed investigation in this situation and get back to me with an apology email form his management and the bank management attached with his termination letter and my compensation as I have been effected too much.

I submitted AED 78166.00 on 30/07/2018 for closing my loan and Credit card.
Again bank took this month loan installment and this month credit card payment from my account
( both are closed already)
You know your bank is very slow and any of your customer service staff can't help me to get it back on time.
I submitted this money in dragon mart branch CIF#2561238, AGR20399220.
some or other reason bank took the full money which is in my account.
I don't know clearance letter is not issued yet

Hi,

I had changed my job and the necessary documents were submitted on 17/07/2018. On 21/07/2018 I called them up to release my account and the money on hold but they have taken any action. I even got the service number. after one week I called them up again for a follow up and they told me it'll be released after my salary has been credited. on 29/07/2018 my salary was credited and yet the account is freezed. I have called them up 4 times till date and all they say is it'll be released within a day and its been 2 days now and yet no response from them. Can I get a suggestion for this please... I do seriously need my money to survive.

Extremely unprofessional staff with no knowledge of banking. A typical waiting time of 3 hours just to go and meet a representative is considered normal. No respect or priority for senior citizens. Over charge on every service and have no consideration to customer requirements. Go to this bank if you have no other option or better not to have a account.

I settled my card on july 2017 but haven't received my settlement letter yet. I have contacted several time on [protected] but they disconnected the call. I have mailed 5 times to collections department addressing madiha amin but no response till now.
1 week back i got a call saying that the letter will be ready and will be mailed a soft copy to registered email address but no response after that.

Sunil s negi
[protected]
[protected]@gmail.Com

Hi, I applied for the loan, and then after submitting my salary transfer letter and no liability letter from my previous bank it took 7 days to issue cheque to buy out my previous loan of 22K after that after getting my clearance letter from loan provider and credit card of SCB, i m trying to reach to my agent asking when shall i received the loan amount the reply is the clearance letter which i sent by email to the agent manager is not opening, i told them i have sent one more pdf file for SCB clearance letter for my credit card to them, i m asking my agent to provide her manager's number so i can talk to him, even with continuous msg she didnot reply to me even when she is online in the whats app. It shows that the customer service agent of this bank will not provide customer satisfaction to customer when customer need them but when they need something from customer they will call you early in the morning to follow up the request and every thing. I already paid 2 EMI installment for the loan which i didnot even get as the money is still on hold.