Incompetent Customer Service By Mashreq Bank

Incompetent Customer Service By Mashreq Bank 1 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 Responses to Incompetent Customer Service By Mashreq Bank

  1. vineet December 7, 2011 at 1:29 am #

    Understand the feelings of my friends out there.This is pretty much a story with all the banks in UAE .I am a Mashreq bank client (Bank accounts and investment accounts)for the last 7 years and I havent faced any major problems comparatively with the other Multinational banks.One imp tip which I could provide you all is to have a Relationship Manager or get in touch with a Relationship manager with the bank.I have one and he is very helpful promt and professional.May be I can suggest you all my RM as i have suggested him to many of my friends and the are also happy with him.

  2. priju December 7, 2011 at 1:18 am #

    See I agree with my fellow brothers out there.
    As I have read through almost all the post what I gather is that many have issues regarding the credit cards.please understand that if you dont pay back the money on time , its not just mashreq but all the banks across the globe would charge from you the same way and once you are not paying none of the banks will be speaking to you nicely as that is their money and business.****Please understand that a credit card is not just a easy shopping instrument and it can only be owned and used by someone who is disciplined in terms of payment on time.********** Its quite a human behaviour to use money and conveniently forget about the payments and this is where the credit card companies make money.You cant say why they are charging a high interest on the same as they are ***Unsecured loans *** For the kind information there are lot of cases where clients use the money and run off also. i am not promoting any bank but just sharing certain facts. Please dont feel bad.

  3. Mike January 9, 2011 at 9:11 pm #

    Mashreq is slowly going down, I have been banking with them for 17 years now and these little charges they have started to apply for various things gives an insight of things to come.

    Sadly, I will have to find another bank to move.

  4. Mubin January 4, 2011 at 8:47 pm #

    About me it’s a Kachra Bank in the whole uae. they are always telling that “WE DO BANKING YOU DO LIFE” i want to tell them that they have to change this. it’s should ” YOU DO BANKING WE TROUBLE YOUR LIFE”
    i want to tell the uae goverment to take legal action agianst this bank. because them intrest rate is too high, i have credit card(limit is 6000 dhs) continuesley 2 years i paying the minimum amount but still the 6000 yet not paid it’s mean 24 months i paying only intrest. if the mashreeq bank is taking intrest it’s HARAM for them. i want to tell every body in uae that don’t dill with MASHREEQ KACHRA BANK.

  5. ARch September 7, 2010 at 11:14 am #

    I have taken a easy cash with mashreq, fill up the required documents and faxed to them and they even called for verification, everything is fine I recieved the money but after 2 months i was wondering they did not charged me for any payment then I called mashreq to check wondering why they didnt charge anything to me, then I found out that they have charged it to another person who’s the same name with me, and that person also complained to them for charging him… Now the very shitty situation is, one day someone called me from mashreq threatening me to pay all the amount or if not they will complain to police for taking the money that (they think mistakenly deposited to my account)I explain but they wont believe me until I made a letter and attach my application form for easy cash(luckyly i still have it) and picture of text msg from my mobile informing that i had the money.. It took 6 months before they settled the situation and never apologies to me.. Never expected to be happen to me.. To All avoid Mashreq Bank or careful might happen to you a bad thing..

  6. KARGI SIMBH August 25, 2010 at 1:38 pm #

    My brother was here in UAE since 2002 and had a Mashreq Bank Credit Card, he left UAE in 2006 while leaving he paid 3500 of his total outstanding with the bank. last month a legal notice was sent to my home in Manipur India for an outstanding of 59000AED(fifty Nine thousand AED), i though maybe my brother was lying to us for his debts. I contact my friend in Dubai who checked with the bank for the actual due amount is only 2300AED two thousand Three Hundred only. They said he need to pay minimum 16000AED to get settlement. My brother confirmed his credit limit was 6000AED….I cant understand how this bank is charging interest and how can they ask for such nonsense amounts.

  7. shams August 24, 2010 at 3:59 pm #

    i was going for a job interview to mashrek bank but to see their staff deficiencies i am very much worried that is it best institution for my career growth?

  8. Hani August 16, 2010 at 9:09 am #

    I had all my funds (we are talking 6 months rent cheque savings – thousands!!) transferred out of My Mashreq Personal Account – not authorised. It has been 2 months now – my local branch won’t tell me anything – I have been in 10 times they never call me back. Not once has anyone apologised/offered to help/ called me up to explain what is going on.
    Absolute JOKE!!!! The first time I went in extremely upset and frustrated I got laughed at.
    I have had two phonecalls to tell me my online account will be reactiviated within 24 hours – this was 4 days ago.
    Completely and utterly useless. None of my emails / complaints have been answered.
    The second I get my money back I am closing my account and moving to Emirates NBD and advising EVERYONE I meet NOT to bank with Mashreq.

  9. Khan February 1, 2010 at 10:49 pm #

    Mashreq Bank Not only doing stupid things with customers also with staffs. None of the staffs would like to work at Mashreq because of situation they are working.

    They fire people without any reason.Managers ask employees “If you resign, we will provide you Good Service Letter if not we will terminate and provide bad character letter. including HR everyone is very un-professional.

    do not do any business with Mashreq. They are very cunning. I still can not understand why government is not taking any action against them

  10. sachs October 23, 2009 at 2:32 pm #

    Mahreq is one of the worst when it comes to customer service and takes advantage of the their situation simply because there is no serious customer protection units to challenge their practices. I took a vehicle loan and decided for an early settlement. They wanted me to pay 5% for the outstanding balance , whereas if I had paid this money over the regular period , it was only less that that. When I took the loan, the terms were different and I was told that I would have to pay 2.5 % interest for the outstanding. But they changed this term unanimousely for their favour . When I asked the manager, she even told me that she had to pay the same amount for an early settlement of her car loan. What a lie!!!! as a matter of fact everyone knows mashreq employees get auto loan free of interest. Anyway, a recent gulf news opinion survey reflects one simple fact – People do not trust banks. My 10cents to the folks out there, eventually such institutions will collapse , now it this their time to cheat and make money…we have seen that many times over but will not survive when the enviornment opens up.

  11. V.X. JACOB October 7, 2009 at 11:02 am #

    Mashrak Bank Customer Service is the WORST Customor serice that we have dealt with. IRRESPONSIBLE AND INSTEAD OF SOLVING THE ISSUES THEY ARE CREATING ISSUES.

  12. karun joseph September 27, 2009 at 4:55 am #

    These MASHREQ BASTERDS MANAGEMNT NOT THE WORKERS THEY EAT OUR MONEY SO BADLY MY PAYMEBNT WAS ONLY 1 MONTH MISSED THEY DEDUCTED MY 1200 DHS WHRE I GET ONLY 4000 DHS SALARY I AGREE THAT AGENT CREDIT CARD EVRY DAY CALLING TAKE SIR SIR TAKE SIR IF I WOULD HAVE ASKED HER PUSSY SHE WOULD HAVE SAID YES THEY MADE IT COMPULSARY AT LAST TO TAKE ALL OUR MONEY IS BROUGHT SAREE FOR THER WIVES 🙂

  13. priyanka June 16, 2009 at 5:10 pm #

    Avoid dealing with Mashreq Bank…. they jus harass you like anything, if i skip in a payment the minimum waiting time is basically 3 months but this bank will harass yo otherwise also. I guess they have no other job rather than harassing their clients. and specially when it comes to selling of their credit cards, they will not let yopu breath till you take it or else will bravely make you fall in shit by saying that its compulsary if you apply for loan, u got to take it. I have gone through this.

  14. JCK May 11, 2009 at 7:49 pm #

    Credit card facility!! rather a disability. Mashreq bank harasses you week after week till you take the credit card. Even though it takes one phone call to apply for a card, without any paperwork. Try cancelling the same card, without even receiving this card. Your life is a living hell. They will block the entire credit amount against the so call credit card application. It takes 2 hours for the so called credit card section to handle 6 customers. Height of incompetency!! One of the customers complained of chest pain and left the bank. What happens if someone dies, in this case, with anxiety? It is pure stress caused by the lack of service.
    I recommend you to approach them with caution. Even if you have Mashreq certificates, that is another story altogether. Customer service advise you to deposit AED10,000 or above and the service charge of AED 25 will not be charged. Go to their cashiers, they come up with other stories. If & but clause. You start shouting at them, and suddenly one senior person comes and takes you to their desk. They do everything for you. What a service? Upset the customer and then try to pacify him. Shame, their management focus on such customer service practice. The only person working in the branch was the office boy, making copies, bringing water to customers and queue combing.

    “We do banking, you do life sentence”

  15. Kai May 3, 2009 at 5:31 pm #

    Stay clear from getting any credit facility from them. I missed a month’s payment on my credit card and two “gentlemen” visited my workplace to demand me to make a payment. HOW DID THEY EVEN KNOW THE EXACT LOCATION OF MY WORKPLACE????? I felt that my security had been compromised. And that harrassment for a month of delayed payment?!? I’ve been charged all the fees they could possibly think of, and then they go and harrass me at my workplace?!?! Quite unprofessional this lot!

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