Picture for illustrative purposes only. ARCHIVE

A Dubai-based expat has been waiting for four months to recover Dh15,000 after accidentally depositing the money into the wrong bank account, raising concerns about delays in resolving such cases. Waleed Ahmed, an IT system administrator who has lived in Dubai since 2019, said the error occurred on January 15, when he used an ATM of Mashreq Bank to deposit funds intended for his own account. According to Ahmed, he mistakenly entered incorrect digits in the account number, causing the money to be credited to another account. Ahmed detailed his experience in a LinkedIn post shared on Saturday (May 2). He said he immediately reported the issue to the bank and later filed a complaint with Dubai Police, but has yet to recover the funds. “Despite multiple follow-ups over the past 4 months, the matter is still unresolved and I have not recovered my funds,” he said. Ahmed added: “I fully understand that procedures must be followed, but I respectfully request urgent support in tracing this transaction through the ATM records and resolving the case.” He also appealed for assistance from authorities and the public, saying: “I would appreciate the assistance of Mashreq Bank and Dubai Police in reviewing this matter and helping reach a resolution. If anyone has experienced a similar situation or can advise on additional steps, your guidance would be greatly appreciated.” Mashreq Bank responded publicly to the post, asking Ahmed to escalate the matter through official channels. “We’re sorry for the inconvenience and understand the importance of resolving this quickly. Please write to us at smfeedback@mashreq.com with your details, quoting reference number #594306, and our team will review your case on priority and assist you at the earliest,” the bank said. The response drew criticism from some social media users, who questioned the delay. “Mashreq please do the needful on time not after four months,” said Mohamed Ihshan Buhari. Another commenter, Muhammad Sheraz, said: “Patience is a virtue, but banks should make it a priority to return misdirected funds.” The case highlights a recurring issue in the UAE, where mistaken bank transfers can take time to resolve due to legal and procedural requirements.

Guide: What to do if you send money to the wrong account

1. Report immediately to your bank Contact your bank as soon as you discover the error and provide full transaction details, including the date, amount, and account numbers. Banks may be able to freeze the funds if they have not yet been withdrawn. Initial responses typically take between three to seven business days and may extend to 14 days if coordination with another bank is required. 2. Request assistance to contact the recipient In some cases, banks may facilitate communication with the recipient, allowing for voluntary return of the funds. 3. Understand your legal rights Under UAE law, mistaken transfers fall under the principle of unjust enrichment. This means the recipient is legally obligated to return money received without a valid reason. 4. File a civil case if needed If the money is not returned voluntarily, you can file a civil lawsuit. Courts may order the recipient to return the amount along with legal interest. 5. Consider criminal action in serious cases If the recipient knowingly refuses to return the money or attempts to conceal it, this could constitute a criminal offence such as unlawful appropriation or fraud.

How to escalate your complaint to UAE Central Bank

If your bank fails to resolve the issue, you can escalate the complaint to the Central Bank of the UAE, which acts as an independent mediator. When you can escalate: • If you are not satisfied with your bank’s final response • If no resolution is provided within 60 days • If the bank refuses to accept your complaint When escalation is not accepted: • If the case was resolved more than six months ago • If the matter is already in court • If it is a general comment rather than a formal complaint How to file a complaint: • Through the Central Bank website • At its Consumer Happiness Centre in Abu Dhabi (Sunday to Thursday, 9am to 2pm) • Via hotline 800 CBUAE (22823) The Central Bank typically aims to issue a decision within 15 days, although more complex cases may take longer. Its services are free of charge. If no resolution is reached, individuals still have the option to pursue legal action through the courts. ICA/Expat Media
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