Mashreq Burjuman Branch – Full Service

I would like to raise a complaint regarding an unsuccessful cash deposit I made on 2nd August 2025 at 10:33 AM using the Cash Deposit Machine (CDM) located at Daz-Al Awir, Dubai (ATM ID: SCU8135). The machine accepted AED 8,000 in cash, but the transaction was declined with the message: "You have exceeded your transaction limit" (Decline Code 61) Despite this, the cash was not returned and has not been credited to my account. Please find attached a photo of the machine and the official receipt issued. Kindly investigate this urgently and credit the amount to my account. ATM ID: SCU8135 Date & Time: 02/08/2025 – 10:33 AM Location: DAZ-AL AWIR, Dubai Card No (last 4 digits): ****0776 Amount: AED 8,000 My Contact Number: [apna number yahan likhen] My Name: [apna naam yahan likhen] Thank you for your immediate attention.

Subject: Urgent Complaint Regarding Unreceived Transfer and Lack of Customer Support Dear Mashreq Bank Customer Service, I am writing to formally lodge a complaint regarding a recent fund transfer that was made to my Mashreq Bank account but has not been credited yet. On [6th August 3:00 am], a person transferred money to my account using the correct transfer details. However, despite the transaction showing as debited on the sender’s end, I have not received any amount in my account till now. To make matters worse, I have attempted multiple times to contact your customer care via calls, messages, and live chat, but unfortunately, there has been no response or resolution. Your chatbot is also ineffective, as it does not connect me to any real customer service officer. This situation is causing me unnecessary stress and inconvenience. I expect a prompt investigation and resolution of this issue. I am also attaching (or willing to provide) the transfer confirmation and transaction details from the sender's side for your reference. Kindly look into this matter on an urgent basis and credit the amount to my account without further delay. Also, I request that someone from your team contacts me directly to resolve this issue.

Today I visited this branch for the final settlement of my loan, and my overall experience was extremely disappointing. 1. Staff Behavior: The staff was highly rude and unprofessional. The representative did not even maintain basic courtesy such as eye contact during the conversation. 2. Seating Arrangements: The branch had no proper seating arrangements for customers. I had to wait 50 minutes standing, which was extremely uncomfortable. 3. Document Issue: I was informed that without presenting my Hard ID card, my request could not be processed. Despite explaining that we live in Dubai, where paperless and cardless solutions are widely used, and showing my official UAE ICP app ID, the staff refused to consider it. 4. Customer Service: The staff showed no flexibility or willingness to listen, making the entire interaction unpleasant. It is ironic that the branch rejects soft copies of documents, yet relies on paperless token systems and chairless branch for customers. Overall, the customer experience was very poor, and I would not want to visit this branch again. I strongly recommend others to consider visiting alternative Mustard Bank branches where customers are treated with respect.

I rarely leave negative feedback, but my main issue with Mashreq is their limited operating hours. The full-service branches are only open during regular business hours, requiring me to take time off work to handle tasks like picking up a letter in person. The mall branches, being electronic-only, can’t address these needs. Additionally, the lack of seating makes waiting uncomfortable. This needs improvement.

I am deeply disappointed with Mashreq Bank’s handling of my recent issue. Two days ago, I deposited money into their machine, but it never credited to my account. I promptly filed a complaint, but the response I received was inadequate and did nothing to resolve the issue. It’s been two days, and I’m still waiting for a proper resolution. This experience has made me lose confidence in the bank’s ability to manage customer issues effectively. I expect better from a bank that I’ve trusted with my finances.