أسئلة وأجوبة
A bank has been restricting my account for 2 weeks now with no explanation: what can I do?
Dear Lawyers,
It’s been two weeks since a bank restricted my account (Debit only) without any notification or warning. My account status shows as active though.
I have made countless calls, visited the branch 3 times, and raised a complaint (which was closed by the bank without resolving the issue) too but no response at all.
They give the same reply every time whether you call the helpline or visit the branch.
No one knows the reason why it’s restricted and every time it is the same reply: “Please wait, we have sent the reminder to the concerned department” from the last two weeks.
I have no cases, no liabilities to pay, and have evidence of all the transactions carried out on my account.
I just want to know what steps I can take to at least understand the reason behind the restrictions. It seems like the people working at that bank don’t even care.
It’s really depressing how they have been treating their customer for the last two weeks.
Dear Questioner,
I fully understand how frustrating it is to have your bank account restricted without prior notice or explanation. As per the bank’s policies, accounts may be restricted for various reasons, such as compliance requirements or transaction verification.
Suggested steps to address the issue:
- Contact the call center:
Call the bank’s customer service center to get information on the status of your account.
- Visit the main branch:
If you do not receive a satisfactory response over the phone, it is advisable to visit the bank’s main branch, as they may have greater powers to resolve your issue.
- Filing a formal complaint:
If the issue persists without resolution, you may file a formal complaint with the Central Bank of the UAE, the banking regulator in the country.
Dear Questioner,
When your account is restricted without any clear explanation, especially after multiple attempts to contact the bank, it's important to take a structured approach to resolve the issue.
Keep a record of every interaction you've had with the bank, including:
- Dates and times of calls or visits, names of the representatives you spoke with (if available),
- A summary of the responses you received (including the "reminder to the concerned department" replies),
- Copies of any written communication, such as complaint forms or email correspondence.
Having a detailed record will help you build your case if you need to escalate the matter further.
Ask the bank to provide a written explanation for the restriction. In your complaint or conversation, request that they send you a formal response by email or post detailing the specific reason for the restriction on your account.
If your complaint has been closed without resolution, you should file a formal written complaint directly with the bank's Customer Service Department or Complaints Unit.
If the bank continues to provide no answers or resolutions, you have the option to escalate the matter to the Central Bank of the UAE (CBUAE), which is the regulatory authority overseeing banking activities in the country.
The CBUAE has a Customer Complaints Unit where you can file complaints against any UAE-based financial institution.
The UAE also has a Consumer Protection Department under the Ministry of Economy, which may assist in cases where consumers are facing unfair treatment from businesses, including banks.
Dear Questioner,
Thanks for your inquiry!
According to UAE law, banks are required to provide a reason for any restrictions placed on a customer's account.
If the bank has not provided a reason for the restriction on your account, you have the right to file a complaint with the Central Bank of the UAE. You can do this by filling out a complaint form on the Central Bank's website or by visiting their office in person.
In addition, you can also file a complaint with the Consumer Protection Department of the UAE Ministry of Economy.
They have a dedicated hotline for consumer complaints and can assist you in resolving the issue with the bank.
You can also consider seeking legal advice from a lawyer who specializes in banking and finance law. They can advise you on your rights and options for resolving the issue with the bank.
It is important to keep all documentation and evidence of your transactions and attempts to contact the bank. This will be useful in supporting your case and resolving the issue.
In the meantime, you can also try contacting the bank's customer service again and request to speak to a manager or escalate your complaint. Keep a record of all your communication with the bank.
It is important to take action as soon as possible to resolve the issue and ensure that your rights as a customer are protected.
Kindly do not hesitate to contact us for further assistance.
Greetings,
Dear Questioner,
Reach out to their higher authorities or customer care departments. Be persistent and document every interaction.
This documentation can be crucial if you decide to pursue legal action or file a complaint with regulatory authorities.
As a last resort, you can escalate the issue to the Central Bank of the UAE. They have the authority to intervene in such matters and can be helpful in resolving banking disputes.
If you need further clarification, you may ask us.
