Emirates Islamic – Al Barsha Mall Branch

Best service. Much appreciated mariyam

Thanks for your best service

Extremely disappointing experience with Emirates Islamic Bank – Al Barsha Mall Branch. I settled my auto loan in full on 30 May 2026 and received a clearance letter on 4 June confirming that my loan had been closed. Naturally, I expected the mortgage release process to be completed smoothly so I could transfer my vehicle to the buyer. Instead, I have spent nearly two weeks being sent back and forth between Emirates Islamic and the RTA with no resolution. The RTA repeatedly informed me that the mortgage was still active in their system and that only the bank could release it. They even provided a printout showing that the mortgage release submission contained incorrect information. I took this directly to the branch manager, Mr. Pragit, who advised that he would escalate the issue to the back office. A few hours later, I was told that the problem was caused by the buyer having insurance on the vehicle and was instructed to have the buyer cancel the policy. We followed the bank’s instructions, only to return to the RTA and discover that the mortgage was still active. To make matters worse, the RTA confirmed that the buyer’s insurance was not an issue and should never have prevented the transfer in the first place. As a result, the buyer cancelled his insurance unnecessarily based on incorrect guidance from the bank, while the actual problem remains unresolved. Today is 13 June and I am still waiting for Emirates Islamic to release the mortgage. I have made multiple branch visits, countless phone calls, and sent more than 20 emails. The customer service team has not acknowledged a single email despite being copied on all communications. The only responses I have received have been from the branch manager, yet the issue remains unresolved. What makes this even more frustrating is that when I visited the branch on 30 May, I was asked to leave a review and I happily gave a 5-star rating based on my initial experience. Had I known that I would spend the next two weeks chasing the bank to complete a basic mortgage release after fully settling my loan, that rating would have been very different. I have fulfilled all my obligations as a customer. The bank has received full settlement of the loan, yet I am still unable to sell my vehicle because of a process that should have been completed days ago. The lack of accountability, poor communication, conflicting information, and complete absence of urgency have caused unnecessary stress, wasted time, and delayed my vehicle sale. This is not the level of service one expects from a leading bank in the UAE. Emirates Islamic needs to urgently resolve this matter and take responsibility for the inconvenience caused.

Mahmoud Mourad, great staff

Very good service and Mr. Raed Anabtiti he is very helpful, amazing staff