Mashreq Bank Reviews & Complaints

Reported By: Jo@jo

Contact information:
Mashreq Bank
Dubai, United Arab Emirates

Dear Team,
I was paying the minimum due of 340aed against Card# 5241 3730 0052 8405 at around 18:00h of June 9, 2017 in Emirates General HeadQuarters ATM (the one with a small Mashreq office behind) and reached to the point that i have placed the money in the cash slot, pressed “confirm”, but the machine malfunctioned from there. It had me waiting for about two minutes and suddenly the screen showed a message saying something like “unable to process cash transactions” and did not return my money. Then the cash slot light turned into red as shown in the attached photo. I then called your hotline to advise of the incident and seek help and was given a complaint number 6549611. I returned to the ATM ten minutes later on hopes of recovering my money but it was still blinking red light on the cash slot. I have been told that it would take 24 to 48 hours and i will be contacted.

I am concerned that I might be fined a late payment fee since my due date is on June 11, which i did pay on time. I have no more means to pay extra as my salary is budgeted monthly and the next one will be towards the end of the month.

You may check on the ATM’s CCTV between 17:55 and 18:15 that i did count the money and placed them in the slot, waited, tried to recover, and returned ten minutes after but was unsuccessful. The denomination is as follows:
1 x 200 = 200
1 x 100 = 100
4 x 10 = 40

I would like to seek your assistance please as soon as possible as i cannot afford to be charged a large fine again which i had in the last month due to miscommunication. I hope this would letter would merit your kind attention and resolve the issue at the soonest possible time. I never got my money back and did not recieve a receipt from the machine nor a confirmation SMS.

Thank you.

Jocelyn Ponce de Leon