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?