Rakbank / The National Bank Of Ras Al Khaimah Reviews & Complaints

Reported By: Muhammed Ansal

Contact information:
Rakbank / The National Bank Of Ras Al Khaimah

Greetings,

My self Muhammed Ansal M B, has applied for a personal loan in RAK bank through Mr. Vinay Bharara (Sales Representative). I am working in oil field so my work rotation is 28/28, and mentioned representative knew about my rotation. My loan was approved on 6/8/2017 & the representative ask to submit the liabilities with the other banks. I had 03 liabilities and the primary liability was with ADCB. Up on his request to submit the liabilities, I agreed to submit on the day I go field break and he agreed the same. When I was going for Field Break, I got all the liabilities and submitted to the representative on 16th September 2017. At the time of submission the representative told me that I must appear to submit the cheque for the main liability to ADCB & until that time I didn’t know about that I’ve to appear to submit the cheque to ADCB & the representative didn’t tell me about that in advance. As he well knew that, I have to go for vacation on the same day, he should have updated me the information in advance but he failed to do so. If he advised me in advance I could have booked my ticket according to that & I could able to submit the cheque without any issue. Due to his poor information sharing, I booked my ticket as normal to fly on the same day & I couldn’t stay for the submission of the cheque for my main liability.

For second time the representative informed that the liability won’t be valid when I will be back & he advised me to get a new liability & requested me to wait for 2 days during my next vacation. So I informed him that, 14th Nov. 2017 I’ll be back to city from the field for field break & told him I will wait until 16th Nov. 2017 to submit the cheque & he agreed. So I applied for the second liability from ADCB. But the meantime from October 2017 onwards my EMI was started for my loan from RAK Bank. I surprised, Since I didn’t receive the loan amount how did the EMI start, so informed the representative regarding the EMI & he stated as he’ll check & let me know, but there was no any update regarding the EMI. The same time Mr. Vinay Bharara has gone for vacation & introduced me one of his colleague Mr. Sachin for further follow-ups. On 14th Nov. 2017 I submitted my second liability from ADCB to Abu Dhabi sales branch & informed the representative. So he said I can submit the checqe to ADCB by 16th Nov. 2017 & can leave for field break. Based on his advice, I booked my ticket to fly on 17th Nov. 2017. I waited till the bank working hours & there was no any information regarding the cheque. So I contact Mr. Sachin, he stated that, Mr. Vinay didn’t handover any proper information regarding my issue & requested me to wait till Sunday (19th Nov. 2017). But as per Mr. Vinay’s instruction, I’ve already booked my flying ticket on 17th Nov. so I couldn’t able to stay until 19th Nov. 2017. So I registered a complaint against Mr. Vinay regarding my issue on RAK Customer Service & inquired regarding the loan cancellation procedures.

As that was Thursday, the customer care service officer said he is helpless on that time & registered a complaint & advised me that, the cancellation should be done through a branch only. On the same day evening I went to Ibnu Batuta Branch in Dubai and discussed with customer care officer Mr. Sachin & I told him that I’m not interested to go through the personal loan & requested him to initiate the cancellation process to bring the loan issue to an end point as soon as possible. He said as there is no any sale department on that branch & it should be processed through any of the sales department. The same time I explained him my circumstance & the next day flight information as well. And the EMI started due to the RAK Bank paid one of my secondary liability with Citi Bank Credit Card. So I informed the customer care officer that, I am ready to pay the amount which was paid to Citi Bank credit card by cash in order to proceed the loan cancellation. so he contact with some officers in the sale department & updated my information to them & I talked to Ms. Sameera from sales department & I explained her my issue. The next day I left to India as I already booked the ticket. When I was in India, I got a call from Ms. Jenny as a part of the follow up regarding this issue. After the telephonic conversation, she send me an email as well; after that there was no any updates regarding this issue. When I get back to UAE on 11th Dec. 2017, I tried to call her several times but no response from her side, then I sent an email but there was no any reply on my email also. So I contacted Mr. Vinay and informed him regarding the cancellation plan & he also said he’ll proceed the cancellation.

Since my arrival, the RAK Bank Collection Department keep calling me regarding the overdue of the EMI. I explained them the scenario of my case. So they said, they will check the issue & will get back to me soon, but nobody contact me until the next installment date. Once they called on the next installment date, I explained the same & they replied the same but there was no any updated from their side. During this time I was trying to contact the representative Mr. Vinay but he didn’t respond on my calls. So 04th Jan. 2018 I went to the Abu Hail Branch to meet the representative. Before I entered to Mr. Vinay’s portion I tried to call him but he didn’t respond as usual & when I was entering to his portion I while keep calling him, I found his phone was ringing. At that time I realized that he was keep ignoring my calls and he was trying to abandon me. However finally I got him there & he told me that, my cancellation is under process & will update me as soon as he gets information. But still there is no update from his side. The same day I met one of my friend in the same branch & his manager sent email to the concern department to follow up the cancellation process.

On November 2017 I requested them to cancel my loan but I received two emails on 26th & 27th of March 2018, one of them was regarding the cheques issued based on my previous liabilities. Once I received these email I contacted the customer service from India to inquire regarding those emails. But they told, I should visit to the branch to discuss about that. I reached UAE on 1st April 2018 & the next day morning I went to Musaffa branch & met the customer service manager & customer service officer, but they told that, if I need to cancel the loan, I’ve to pay 29, 000 AED or otherwise they advised me to go to the sales department to get more clarification. So I went to Abu Hail branch in Dubai on 02nd April 2018, from there they sent me to the collection department, but unfortunately nobody was there from the personal loan department attend my case. The next day 03rd April 2018 morning I went to the collection department & met Mr. Manae Ali & discussed my issue. So he needs few days to gather some information from sales department for further clarifications & advised me to register a complaint.

Only because of this issue I suffered very much, I wasted lots of time behind this case. And finally the bank wants me to pay 29, 000 AED as my current outstanding for a loan which I didn’t consumed yet. Only 10, 500 AED paid to clear the liability with Citi Bank credit card & I am ready to repay that amount which used to clear my Citi Bank credit card & I am not responsible for the extra charges as I didn’t get the loan amount. I strongly believe that there is no any fault happened from my side & I followed all the instruction from the representative Mr. Vinay. So all of these issue happened due to the miss guidance & advices of Mr. Vinay & his carless information sharing. At last he abandoned me. Only because of his lack of information sharing, now I am being a victim. If I don’t withdrawn from this issue it’ll badly affect me in future. As I am working with Oil Industry & my work rotation is being 28 / 28 I cannot come out of the field frequently to follow up this issue & it’ll affect my career badly. Because of this I am physically suffering a lot, mentally depressed, Financially weaken & losing my money on this to travel from Abu Dhabi to Dubai, to stay in Abu Dhabi for follow-ups. I don’t want to keep continue this issue in future & I need full stop on this issue. So please kindly do the needful to clear this issue & MAKE ME FREE.

Please note that, I don’t intend to put that representative Mr. Vinay in trouble, but please advise him not to repeat the same with someone else again.

Thanks for your valuable time.

Best Regards,
M. Ansal M. B