The bank holds the EOSB after changing administration despite paying instalments on time

Hi,

I would like to ask for advice.

I worked in a semi-government laboratory here in the UAE.

Recently, it was acquired by another government entity and our end-of-service benefits were credited to my bank of which I have a loan and credit card. The EOSB was held by the bank.

I have never missed any installment as my salary is also remitted in the same bank. I submitted all the documents required. I have no changes in my salary and benefits with the present employment.

What remedy can I avail for the bank to release my EOSB?

I already contacted them about this but the customer service is always telling me to wait for the call of the concerned department, which I have not received until today.

Thank you.