Mashreq Bank
reviews and complaints

Without OTP, around 14000 AED transacted to noon minutes account and I have submitted dispute form but still no refund on this. Really dissatisfied.

I have been using Mashreq Bank since 2011, but unfortunately a lot has changed since then and i no longer advise to use this bank at all. Very bad customer support, they close your complaint without supporting, not properly reading your emails, even KYC updates, and they can freeze your account without prior Notice Period. The worst services ever I encountered.

Hello everyone

I have got mashreq credit card 3 months ago

Since I got it I have been charged over limit fee even though I have limit and I have paid on time

First month I agree I didn't pay on time but after that 2nd and 3rd month still they are charging for overlimit fee which is unclear and not accepted

I want to file complaint against mashreq for fraud

It’s not acceptable to deduct 1010 AED because my account went below 500k AED

I didn’t receive any notification about this , if this problem not resolved now , I will close my account next day

It’s not acceptable and will raise more complaint and escalation, I will make my company to cancel the deal with your bank

Mashreq gold , Dubai account

Also I have Egypt account ,

Abdelrahman Mohamed Ahmed MoussA

[protected]

My name is Kalana Dinusha Samarathunga. I want to make a complaint. I am seeking justice and expecting your full support. There were 04 unauthorized transactions in my account. I didn't try to pay through online, I didn't share my card details with anyone, and I didn't receive any OTP. I received only deduction notifications.

This is not fair. All my savings are gone. It's very hard to survive now. all deducted amounts are more than AED 1,000.00. At least OTP should be received, at least you have to ask my permission. but there was nothing. Only I received 04 deduction notifications. This is not fair. Please help me to solve this problem. I have attached notifications which I have received below.

Thank You

Kalana Dinusha.

TP-[protected]

Email-kalana.[protected]@gmail.com

Stay away from & close their missleading credit cards calculating outstanding un billed not paid retail purchases monthly statement interest same like credit card cash withdrawal ! On a daily compound, cumulative additional manner ! Different than most banks ! so for 2 comulative statements, expected interest on 5000 dhs X 3.69% will not be 184 dhs, but as on 10k dhs, not even 370 dhs byt 450 dhs ! Be aware and take care to pay all outstanding ASAP and close ur credit card to avoid such trap

I had a Mashreq bank card and it got stolen and I block the the credt card.

Mashreq Bank is Billing me every month

When I open my Banking application it says I do not have a credit card with mashreq

I want a clearance letter from the bank which is also impossible now, I dont have any control or access to my bill and I do not have my credit card.

My card number was [protected], which was blocked in May 2023 and still I am receiving bill. I want to see and control my card in my banking application. I do not understand the bills unless I have control over the blocked card.

The screenshots are from my banking app which says I don't have any statement or card.

Hi dear management.

Actually i was facing problem from this week

Because bank is deducted all of my money to my account and after complaining they give back to my account.

But last day they are doing same thing without tell me without any reason..

So I request to management to sort out this issue ASAP because its not good service.

REF-[protected]-Q3K4B8

I requested a personal loan from Mashreq Bank on 4-May-2023 and one of the agents called Gagan asked me for some money for the loan amount to process it faster and my phone is recording all the calls and I sent them to Mashreq Bank by email and when the agent feel like I will not pay he gives me a phone number for another agent and I have applied and signed the application on 8-May-2023 and since this time they are delaying everything to push me to pay and requesting something new every week, First asked for FAB liability letter after 1 week I give then after another week asked for ENBD liability letter I give also and until now after 1 month I didn't get anything and wasting my time & my money for applying for documents, Calling them, Follow up, I did everything to finish the PL and every day they are creating complaint without solving my case even I visit the branch in Internet city and issue not solved.

Dear Mashreq Management Team,

Sub: Disappointment with Mahreq Credit Card Services and Unwanted charges on credit card statements without prior notification or emails

I am Aneesh Pappachan, has taken the Noon credit card (No.[protected]) with a limit of 12,600/- AED from Masheq bank, since I have joined the Mashreq bank, the bank was charging many unknown charges without any prior notification or emails while approaching the bank and customer service who has not given any priority in resolving the customer complaint or meet the customer rights.

The bank activated the pay protect on the card without my permission or without any customer benefit and I was paying unknowingly until I noticed with statement therefore, I canceled in March 2023.

The mashreq Bank management team neither the branch or their customer service doesn’t give any respect to customer rights or finding solution for any complaint raised up, many times I contacted the branch and customer service and requested for a call back which never happed from backend.

The bank is generating the credit card statements and exceeding the credit card limit without any prior notification (SMS, Email, Direct Calls etc.) and adding Over limit fee on every month, in worst scenario they have added pay protect without customer concern and exceeded the credit card limit as well not added with current dated statement so customer will not be aware for charges which they planned as continuous for every month.

Total payment completed from Dec 2022 to April 2023 was 3,612.6 AED and still credit card total outstanding shown in the last statement on April as 12,493/- AED which shows there is meaning of payment only need to cancel the card. (Interest rate -retail purchase per month 3.69 %, card usage on purchase never reaches 12,600/- AED for any month) still there is over limit fee for frequent months.

Interest on Purchases

Dec 433aed

JAN 452aed

FEB 463aed

MARCH 423aed

APRIL 451aed

TOTAL 2222aed

Pay Protect

SINCE OPENING ACCOUNT UNTIL CLOSURE CHARGED BELOW ARE LAST 4MONTHS

DEC 127aed

JAN 131aed

FEB 136aed

MARCH 129aed

APRIL 129aed

TOTAL 652aed

Overlimit Fee

Retail purchase was never reach 12600 but bank overlimit the account on statement generation and impose fine without any notification.

FEB 293aed

MARCH 293aed

Total 586aed

Late Payment Fee

Bank was approached to settle the account but they refused to add on upcoming late payment fee.

April 241.5aed

Total charged from Dec to March.

3701aed this is how mashreq cheated me still continue as below but I don't understand why they mashreq bank not following customer rights in resolving issues.

The Mashreq bank has no system to look after the customer rights or restore the unwanted charges imposed on the card so requested for the liability for card settlement on March 2023 which was also received with discrepancy as when the actual outstanding was on 12,401.02/- AED the Mashreq bank has issued the liability as 13,600/- AED and added the extra amount of 1199/- AED and the has fine for the violation of extra charges adding on customer payments or following the consumer rights related with customer services.

On 30th March RAK representative visited the Burman Mashreq Branch for credit card settlement with a cheque however the bank is rejected request hence I was on emergency due to family member demise furthermore bank was planned to take another later payment fee, Overlimit Fee with new statement generation which they did accordingly.

When the actual outstanding was on 11,801/- AED the Mashreq bank has issued the liability as 13,200/- AED and added the extra amount of 1,399/- AED and the has fine for the violation of extra charges adding on customer payments or following the consumer rights related with customer services.

10th April2023 an amount of 14,000/- AED has been paid for the settlement of mashreq credit card [protected] Burman Branch for the outstanding amount of 12,493.9/- and 1,506/- AED charged on the card.

Below report is related to my experience and services that I received while I am interacting with mashreq bank and mashreq customer service, these kinds of services will make the customer unhappy and cancel account and look for the better bank services.

All the unwanted charges amended in the account are requested to return at the earlist with a fine as bank do with customer for any delay.

Thanks

Aneesh

Dear Sir/Madam,

I am writing this letter to file a complaint against your bank related to an instance of alleged OTP fraud and your respondent's denial to refund the money due to your bank's failure.

On 21st Jan 23, an unknown person made an unauthorized transaction of 38k approx from my account using OTP. I contacted your customer service to report the fraud and filled dispute form and I was told by them to wait for 2-3 months. However, the dispute team failed to resolve the issue and today I got an email that my issue is being closed.

I'd expected that your bank would show promptness in dealing with such fraud, but I was left disappointed by your respondent's attitude. Instead of taking ownership of the issue and providing a timely resolution, your respondent declined my refund request, claiming it to be my fault. I feel betrayed and let down by my bank's actions that have resulted in a significant financial loss to me.

I request you to investigate the matter immediately and refund the full amount of money that was fraudulently taken from my account. It is my expectation that as a reputed bank, you will honor my request promptly and investigate the matter thoroughly to prevent such incidents in the future.

Looking forward to your prompt action and resolution.

Sincerely,

Syed Adnan

My Mashreq neo debit account has been fraudulently debited in currency other than AED, while I slept at night.
A number of USD1.00 transactions were made, and then various more transactions in SAR currency.

28/02/2023

Event 1 - OTP generated - 3:50AM against SAR5,350/-
Event 2 - OTP generated - 3:54AM against SAR1,031.25/-
Event 3 - OTP generated - 3:56AM against SAR1,881.25/-
Event 4 - OTP generated - 4:03AM against SAR1,000/-
Event 5 - OTP generated - 4:10AM against SAR300/-
Event 6 - 6:27AM - 3 transactions worth USD1.00/- each made against 3 different vendors
Event 7 - Account debited notification - 6:28AM for SAR5,350/-
Event 8 - Account debited notification - 6:30AM for SAR1,031.25/-
Event 9 - Account debited notification - 6:30AM for SAR1,881.25/-
Event 10 - Account debited notification - 6:32AM for SAR1,000/-
Event 11 - Account debited notification - 6:33AM for SAR300/-

Amount left in account - AED25.71/-
I was using Mashreq neo as a savings account where I would also save up for my upcoming rental cheques. It was alarming to see all my hard-earned money disappear into thin air overnight as Mashreq also decided to sleep the night away.
Any other banking institution would not have entertained this. Speaking of other banks' experiences, the bank immediately calls you up if you are making a transaction that is not in your usual currency. And here, Mashreq just sat back and watched while these SAR transactions were happening under their nose, from an account that has never dealt in any other currency than AED.

I have already filled and sent a dispute form (in my half-distressed state this is was a hefty task to do!) and shall be filing a police complaint soon - Not sure how long a wait I am expected to have before Mashreq gets to my case. I have been casually told by the customer service department that it may take anywhere between 60-180 days for resolution!
That is a lot of time for getting my own money back!
In the meanwhile, I have emptied the rest of my savings account with Mashreq and will only keep it active till my loan is fully repaid. I will never be able to trust Mashreq with my funds again.

Be careful with this bank when using credit card. They will charge you 300 AED if you used even 1 aed over your credit limit. What happened to me they charge me twice because i only had 100 aed available balance so when they charge me 300 aed for over limit charge. I had a negative of 200 aed then they charged me again 300 aed because I was over limit without giving any grace period. So if you did not notice they will charged you and when you max out your credit limit you will be again charge the next month.

I have received a SMS in my mobile of a transaction of Netflix with an amount of 29 I didn't done this and why this transaction happens with out my permission I need the money back and what kind of security is this to my money.

I raised a cardless cash withdrawal request from my mashreq app for my mother to withdraw money from my account on 7th sept. Next day I received a message confirming that money has been withdrawn from my account but my mother did not withdrew the amount. I raised several complaints in the bank but i didn’t receive the support from the bank. Call center agent kept on telling that there is nothing they can do to see how my money has been taken.

Name : muhammad rabiul islam tushar

Email : [protected]@gmail.com

Mobile : [protected]

Comments:

good day sir/madam,

please help me, I have a mashreq mobile bank account. already 13 days finished. But my account and debit card is not active.

Please help me ,

thank you

Hello, I just want to file a complaint regarding about my mashreq neo account. I use my card to pay on a shop. The total amount of my item was 57.75aed. Then its saying in their card reader that my card is declined. Twice we tried in one of their card machine and its showing declined, we tried again twice on their other card machine but still its saying its declined. But on my notification it says that twice of the amount has deducted already in my account. But still it says in their card declined. So I decided to pay them in cash. After an hour twice of the amount came back to my account but when I check my balance in my online banking. Mashreq bank deducted 4 times of the total amount of my item. And until now the rest of the amount that has been deducted from me ddnt come back to my account. Thank you and looking forward for your response.

Transaction dispute on your Mashreq Card : 4600xxxxxxxx2310

Transaction Date: 28/Jul/2022 at 2:12AM

Transaction Amount (AED): 2618.84,2618.84,2618.84,2618.84,2618.84,2618.84,2618.84,2618.84,2618.84,2618.84,2618.84

I noticed a number of unauthorized transactions on my Mashreq credit card, on July 28, 2022 at 2:12 am, for an amount totalling SAR 28,330.94 (Dh28,807.24). I did not make these transactions, nor did I share the OTP with anyone. I received a call within a minute from the fraud analysis team Mashreq bank, I confirmed the transaction was not authorized by me and blocked the card.

As per the bank's instructions, I immediately filled and submitted an online dispute form at 3.:20 AM for which I received an acknowledgement.

Since then, I have visited the Abu Dhabi branch for follow up and several call-to-call centre follow-up and the answer is the dispute is under investigation and once investigation finishes, they will inform me.

However, on August 15, I received an email from the Dispute Team informing that the amount will not be refunded.

The bank added that as it was a 3dsecure based transaction, they could not do anything and said that I might have shared the OTPs or linked my card to wallets.

I had informed them that I had OTPs generated in my mobile after 2am and no email of any transaction done. Fraud analysis is detected at the same time and the bank can not stop the transaction even after my confirmation.

I have the following concerns:

First, 11 transactions in SAR were done at 2.12am.

This should have raised a red flag for the bank. I did receive any calls from the bank. But without any result in reporting even after a minute of transactions.

Second, although an OTP was generated, I did not receive any email from the bank saying that the OTP was used for the transactions, as is the case normally.

I would request Gulf News to help me escalate this issue.