Incompetent Customer Service By Mashreq Bank

Dubai Expat Blog

Business in Dubai, Featured

Every day in Dubai makes you wonder how business booms here and why investors and businessmen across the globe come here, considering the pathetic customer service provided by most of the insitutions established in Dubai.

Take for example, Mashreq Bank, with slogan of ‘we do banking, you do life’. How inspring it seems, but reality is quite different.

A friend recently informed me about the worries induced on him by Mashreq Bank. He has a business account with them. One day he noticed a deduction of Dhs 250 from his account. As he was out of UAE, he contacted them through e-banking support about this unsolicited deduction. After sending the complaints few times, he was informed that the deduction was made because he has to submit renewed copy of his Trade Licsense. When he asked why he was not informed about this earlier and why the charge was made without prior notice, Mashreq Bank opted to remain silent. He was referred to a customer support person who is so incompetent that he can not extract the scanned copy of Trade License from his email, do not respond back to emails or SMS messages.

After 10 days, his issue is still pending. The customer support person is insisting to see original Trade Licsense, despite the fact that my friend is telling him that he is not in UAE and unable to visit for next 3-4 months.

My friend filled their online feedback forms but received no response from that either. Mashreq Bank has no other way of making a complaint online. Is this the way to do banking?


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30 thoughts on “Incompetent Customer Service By Mashreq Bank”

  1. I have send AED.200 through Mashreq Snapp to India. Mashreq Charged me Aed.25 as Service Charges from my account and in India received only AED.120. When I compliant Mashreqbank informed me in SNAPP application service charge is “Sharing ” by default. It is the sender who decide who bearing the service charge. Not the bank. I used SNAPP Mobile application transfer the amount and there is no option to select for the service charges and it is not mention in any where in your terms & conditions that In SNAPP the default is “Sharing”. So Mashreq response in invalid in this case. Because of Mashreq incomplete Mobile App I lost AED.80 dhs when I transfer AED.200. As per the information from Mashreq bank (Ms. Alisha), it is not the responsibility of the Mashreq to track where the AED.80 was gone. As I understood that ICICI bank is the correspondent bank of Mashreq Bank in India and ICICI bank informed me that a complete detailed swift copy is sending back to Mashreq bank when a transaction received . But Ms. Alisha from Mashreq Bank rejected and saying that they are not receiving any report from their correspondent bank in India and they wouldn’t mind what other bank charges . Infact I lost the money in the air for using most rated mobile app in UAE. And also Ms.Alisha said that they have already escalated this issue to their IT department to adding service charges option in SNAPP application. From this I can surely said that I lost the money because of the error in Snapp. If the option is not Sharing as default , the full amount would have received in India.

  2. I am experiencing poor customer service from Mashreq. When i went to their Riqa office, there was no queue before me and almost all cubicles there were no customers but still i need to wait since all the customer service representatives were in one cubicle and doing chit chatting without bothering about customers waiting .

  3. I apply for personal loan for my wedding 2 months ago as per Mr. Victor who was dealing with me all will be fast and easy. I transfer my salary and give all required documents to the bank Victor said all good. Later after I ask for updates he reply was the company is not listed with the Mahsreq bank and it mean he requred additional documents to list the company . I contacted my collegues from HR and they said all good let the bank ask for the documents we will send all to them.i provid to Victor all dtails even mobile number of the person dealing ith this documents in HR of the company i am workinh on. Victor continue saying to me that all in process for one more month after that he inform that the company i am woking for can not provide all the requred douments. I contacted my company they never receive any call from the bank with the list of requred document. I took the list from Vicktor and send it to my company. I am really shocked that Victor was lying to me for one month that all in process when he didnt even ask my company for documents. I will not get personal loan on time for my wedding and i could just use any other bank !!! Terrible service !!!!

  4. This is a very bad bank. In terms of service and behaviour. Everything that says is lie. I recommend everybody not to go this bank.

  5. I was dealing with Mashreq Bank only for 3 to 4 month , that bank with worst customer service , call centre staff do not answer customer inquiries. I advise people do not go this bank ever for any services.

  6. The customer care call service is one the worst services I have ever seen. I have tried to call them for some queries at various times. Every time my call was put on-hold and it was unattended for 5-6 mins. Then I got frustrated and hung up the call.

  7. Dear All,

    Me and my wife visited the Mashreq Bank located in Karama opp to LULU supermarket the new branch which opened recently.
    We reached there around 3.05pm in the afternoon and received the token for TS service we wanted to buy mashreq millionaire certificates for Aed 10,000 each.

    After waiting for 20 mins our number was called by Mr. Shaikh and we can see him he is already in a hurry for closing time.

    As soon as we said we want to buy mashreq certificates he called the helpdesk lady and shouted at her for not giving us the form before to fill since we are waiting for 15 mins or so.

    Than he got us the form and made us fill the form with zero eye contact and pathetic customer service. I was thinking why at all he was placed there when he does not follow the basics of front desk.

    After which we were asked to go to teller counter to pay the amount but before that he stressed us on saying that issuance of the certificate will take half an hour why don’t you come back tomorrow, I told him my wife having off only on Wednesdays other days I cannot bring her so we can wait and we proceeded.

    On reaching the teller counter the local guy behind the counter is in no mood to do the transaction as we noticed earlier while we were waiting in the bank, each transaction was taking more than 15 to 20 mins.
    Than we fall in queue and we were the second to pay since we had the token for TS service and no more customers so Shaikh said you can go directly to teller to pay the amount.

    On seeing us second in the queue the Local guy calls in some local lady I believe she may be the branch manager how sad to say that and she calls in the helpdesk lady asking her did you issue any token for teller on seeing us in the queue.

    The helpdesk lady her name is Vanona says no they are here before the bank closed for mashreq millionaire certificate and they have the token for TS services hearing that the Local lady straight away said the certificate printer is not working and they have to come back.

    I felt like tearing the form in front of her and saying you are not doing us the favor and we are waiting since so long none of the person said the printer is not working not Vanona nor Shaikh I clearly felt she was lying and common its the new branch.

    These kind of people are black mark on your organization they don’t know the basics of customer service.

    Shaikh and the local lady are the demotivating factors of that branch.

    I was doing transaction in Mashreq, bank street, bur Dubai branch which closed and I must say the service provided there was Awesome and Exceptional.

    Kindly rectify this problem and arrange for trainings for the staff.

    One most un happy customer.


  8. I have only been with Mashreq bank for about two months, but I can’t wait to leave them. There is a fundamental problem with this bank, staff attitude being one of the most problematic. This is compounded by a management that obviously doesn’t trust its own staff. For example, I was sitting in the bank with my passport, Emirates ID card etc etc., to apply for online banking I had to fill in a form (fine) and THEN SUBMIT A SEPARATE LETTER ON COMPANY LETTERHEADED PAPER TO TELL THEM MY MOBILE NO!!! I didn’t have any letterheaded paper so I had to go to a shop, design it, order it, wait for it, pay for it, just so I could tell my bank my telephone number!!! WTF!!!

  9. Worst Bank on the Planet, they charge you if you withdraw and they charge you if you transfer or pay anything.. Hopeless services.
    Net Banking does not work properly.

    God Save everyone who has an account with this useless bank

  10. really very poor services by customer care..every time you call, you have to hold the line more than 20 minutes…slogan is “We make possible”…really you are d worst bank ever in my life….

  11. One of the worst Banks i have ever dealt with. First of all they give false promises to open a account. I was promised a one time free transfer to open an account with them. However once the account was opened they didn’t fulfill the promise stating that it was misinformed by the sales staff. Now very recently they have deducted credit shield from my CC account when i have clearly mentioned to the inside sales staff that i am not interested in credit shield. Sometimes i feel the bank has lost it ethics for offering banking services. Charging for services which i have not availed is as good as theft..

  12. One of the worst bank in UAE. Customer care department is a big waste. They are not solving the customer complained. I tried 3 months continously to get my credit card statement in email. I registered Mashreq online and contacted several times to customer care and complained department.Whenever I am contacting them for update of my complained everybody saying me a typical answer which is ” WE ARE WORKING ON IT AND YOUR PROBLEM WILL SOLVE WITHIN 48 HOURS” which never come.Due to all these experiences finally I decided to cancel my credit card.

  13. Dear Mashreqbank,

    I am appalled at the service and shocked by the handling of how you treat your customers.
    I have been for now one week trying to gain a simple 2 page statement and have went through numerous calls,call centre agents,
    team leaders and of course Reem from your complaints division.
    Yes i am fully aware of procedures but when your systems have a glitch/technical fault it is time,money and inconvenience to your customers.
    Your systems certainly need an upgrade immediately and with the competition out there its by far below standards.
    This is my second mishandled case being a new customer in less than three months and i am disgusted!
    Mashreqbank has got to be the worst bank I have ever came across in my life.
    I have lost all hope and faith thus far after 2 horrible experiences.

    As discussed with you Imran and Reem its pointless receiving the statement today,
    further it is a disgusting and unproffesional scan you attached herein with the dates cut off.

    I have had to leave work and inconvenience myself to get to a branch in deira were it took over 30 minutes to print a 2 page statement, again incompetency!
    I made myself very clear to the staff the sitting at counter 1 ref ticket s214 that he cancel the pending requests (briefed him on the problem) and he confirmed
    that he had sent an email to your department to cancel forwarding the statement by email as well as pending requests.
    I also made it clear that I DO NOT want to be billed again as I had received the docs physically and have payed the charge.
    Working as a corporate professional holding a senior position, with this comes being influential and im certain my company
    who has a corporate agreement with Mashreqbank as well as the rest of my colleagues would be very interested to know
    the handling and mistreatment of Mashreqbank towards their customers.

    May I suggest that when a customer is mishandled you make exceptions to fix the problem in the least possible time.
    I also suggest that your team leaders at the call centre are further trained and are competent enough to think out of the box rather than use your common
    reply of ‘a mail has been forwarded to the concerned department’ repeatedly.

    Finally after getting the docs myself I scanned them and forwarded them and since the deadline was reached hence it was not accepted.
    I have not only lost my time but my client and personal business deal thanks to Mashreqbank.


  14. Absolutely true that mashreq banks customer service is a catastrophy and their way to deal with money is soooo very unprofessional . I always have a feeling that their staff has no financial education at all and therefore they have no clue how to deal with money. Let me tell you my story ( and I have absolutely nothing outstanding or unpaid bills with the bank and never had). Visiting their “Priority banking” in the first floor of jumeirah branch recently.There was NOONE at the reception to welcome or even greet me. Standing all alone in the waiting lobby. No tea or coffee offered.Everyone is busy with something else. I knock on some open door( self service mode) and ask if anyone would be free to assist me with my priority banking needs. A busy lady finaly found time for a small customer like me . She asked me to follow in the small meeting room. One round table was standing there – AND NO CHAIRS ! Imagine no chairs in priority banking section! The lady appologized so heartfully and so sweeeeeet , but actuelly it felt so cheap again. Okay she organized two chairs. Office boy came in to connect some cable under the table and started crawling around just under my feet (By the way I am a lady )while the mashreq lady happily and self indulged tried to give me an advices how to invest money .She requested the office boy to prepare two cups of coffee , and here comes the hummer !!!!!!!! He answered—— : “I cant , I am busy at the moment” . This is priority banking with mashreq ! Indeed a rubbish bank! Even the telephone which was standing on the table was so grey and covered with dirt and dust.
    I already opened an account with another bank. All comments which were written here before by other fellows about this bank are true , I can only confirm.All their slogans are so hollow and so far , far away from their reality.

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