Customer Notice Board

28/03/2020

Dear Customer,

Given the current global situation because of COVID-19, protecting and supporting our customers during these times is paramount at RAKBANK and we are remaining vigilant in offering alternative methods for our customers to ensure that they aren’t affected and for business to continue as per usual via our multiple touchpoints.
 
The Bank acknowledges that there may be some delay in responding to customers during this unprecedented situation due to the COVID-19 restrictions in our operations locally and internationally. 
 
Please be patient as we are working continuously to resolve any issues customers may be facing at the moment and the Bank sincerely apologizes for the current delays in response. We would like to extend our gratitude to all customers for their patience and would like to assure them that the Bank is doing its best maintain usual operations and service levels.
 
We advise all our customers (Personal Banking or Business Banking) impacted by COVID-19 to please contact the Bank for immediate access to RAKBANK’s financial relief initiatives that are readily available.  
 
For Personal Banking customers, please call our dedicated helpline 60057 6361 between 8 am and 5 pm from Sunday through to Thursday. You can also email the Bank on wesupport@rakbank.ae..
 
If you are a Business Banking customer and need assistance in these challenging times please contact us through multiple channels that are readily available to you. Business Banking customers can either call us on 60054 4049, message us through the Bank’s webchat, contact their Relationship Manager, or email us on the following dedicated email ID’s listed below:

• For new product enquiry: businessbanking@rakbank.ae.
• For any service related queries: businessfinance@rakbank.ae.
• For request to defer loan repayment: bbcovidsupport@rakbank.ae.

Ultimately, RAKBANK aims to better protect the community, support all customer inquiries and resolve issues they are facing during these arduous times. 
 
Regards,

RAKBANK

28/03/2020

Dear Customer,

Thank you for banking with RAKBANK. We want to assure you that we continue to observe the COVID-19 situation closely and are taking every precaution to safeguard the health and safety of our staff and customers. Towards this, we encourage all customers to adopt the digital channels for banking. 

For our Personal Banking Customers:
 

• Stay Home, Stay Safe. We strongly urge you to access your accounts from home through our 24/7 hassle free Digital Banking:
• Check your balances
• Make payments
• Transfer funds within RAKBANK as well as other Banks locally and internationally 
• Make Service Requests like Cheque Book issuance, utility & Card payments, and updation of your details, etc.
   
• We have further increased the daily withdrawal and deposit limits across our ATMs/EDMs to minimize the requirement of your visits to our Branches. In addition to your daily withdrawal limits, RAKBANK MobileCash service allows you to withdraw cash from any RAKBANK ATM without the need of a Debit Card. You can withdraw cash for self or send a code to a beneficiary to withdraw the cash on your behalf. This service is available for all RAKBANK Mobile Banking customers having an account with RAKBANK and can be accessed using an iPhone or Android devices. Click here for details.
   
• Contactless is the way to go when dealing with cash! Just add your RAKBANK Debit, Credit or  Pre-paid Card to your smartphone or smartwatch and use it to pay wherever you see the contactless symbol. This includes Apple Pay, Samsung Pay, Google Pay, Garmin Pay and Fitbit Pay! 
   

For our Business customers:

We strongly urge you to access your accounts from home through our 24X7 hassle free Digital Banking Application for the following services:

• Check your balances
• Make payments
• Transfer funds within RAKBANK as well as other Banks locally and Internationally
• Make Service Requests like Cheque Book issuance, processing of salaries through the Central Bank’s wage system, utility & Card payments etc.

In addition to the above and in line with the news on the 21 day lockdown in India, we regret that this might impact our processing times for service requests and / or increase the waiting times in our call center since our back office functions are based out of our operations center in India. However, we would like to re-assure you that we stand committed to attending all essential services available within the limitations of the current situation that you seek through us.

For any further assistance pertaining to product, essential service queries, and deferral requests of loan repayment, please reach out to us through your Relationship Manager, Webchat with our service agents, or Call us on 600 54 4049.

You can also use our dedicated email ids as follows:

• For Business Banking products queries, you can reach us at businessbanking@rakbank.ae
• For Business Banking service related queries, you can reach us at businessfinance@rakbank.ae
• For Business Banking COVID-19 related support or requests to defer loan repayments, you can reach us at bbcovidsupport@rakbank.ae
• For Personal Banking product or service related queries, you can reach us at contactus@rakbank.ae
• For Personal Banking COVID-19 related support or request to defer loan repayments, you can reach us at wesupport@rakbank.ae

We will continue to update you on further communications related to our commitment to assisting you in these times.

Regards,

RAKBANK

27/03/2020

Dear Customers,

To support the Dubai Government in their deep cleaning operations, we have been requested by the authorities to close the following branches on Saturday, 28^th March 2020.

• Gold Souk Branch
• Oud Metha Branch

We expect these branches to reopen on Sunday 29^th March 2020. 

Whilst our other branches may still be open, please be advised that many branches are now operating with very limited services and shorter hours. For your health and safety, we therefore encourage you to use any of our digital channels for your banking transactions.
 

Regards,

RAKBANK
 

25/03/2020

Dear Customer,

Thank you for banking with us.

Kindly note that effective 25^th March 2020, RAKMoneyTransfer facility via Credit Cards will be suspended until further notice.

However, RAKMoneyTransfer service from Account will remain available as usual.

It is our endeavor to make the best offering to our customers and we remain optimistic that we will review the above in due course.

We truly appreciate your understanding in the matter and apologize if any inconvenience caused to you.

Should you have any queries, please call us on:

RAKBANK Credit Cardholders: 600 54 4049.

RAKislamic Credit Cardholders: 600 54 0044. 
 

Regards,

RAKBANK

23/03/2020

Dear Customer,

Please be advised that the Loan Shield policy on your Personal Loan(s), is underwritten by Ras Al Khaimah National Insurance Co PSC (‘RAKINSURANCE’) and the single premium charged (where applicable) at the outset when the loan(s) was disbursed, is guaranteed throughout the Personal Loan(s) facility period. There is no additional premium payment required on the current loan(s) agreement. All other terms and conditions of Loan Shield Insurance remain unchanged.

As always, we are committed to providing “Simply Better” products and services to you. For any queries, you may contact our Contact Centre at 04-2130000.

Click here for FAQs.

Yours Sincerely,

RAKBANK

23/03/2020

Dear Customer,

Please be advised that the Mortgage Shield Life Insurance is underwritten by Ras Al Khaimah National Insurance Co PSC (‘RAKINSURANCE’) and your existing premium rate is guaranteed throughout the Mortgage / Home in One Facility (ies) period. All other terms and conditions of Mortgage Shield Life Insurance remains unchanged.

As always, we are committed to providing “Simply Better” products and services to you. For any queries, you may contact your Relationship Manager or our Contact Centre at 04-2130000.

For the avoidance of doubt, there is no change in premium rate offering and associated terms and condition for Mortgage Property Shield Insurance. 

Click here for FAQs.

Yours Sincerely,

RAKBANK

17/03/2020

Dear Customer,

Please be advised that the Credit Shield Insurance is underwritten by Ras Al Khaimah National Insurance Co PSC (‘RAKINSURANCE’) and premium rate of 0.99% per month (plus applicable VAT) on your Credit Card statement outstanding balance, which was effected in August 2018, is guaranteed throughout the Credit Card facility period. All benefits and associated terms and conditions of Credit Shield Insurance remains unchanged. 

As always, we are committed to providing “Simply Better” products and services to you. For any queries, you may contact our Contact Centre at 04-2130000 or visit www.rakbank.ae 

Click here for FAQs.

Regards,

RAKBANK

15/03/2020

Dear Customer,

As you may be aware, owing to a negative interest environment and the resultant interest charges applied on Euro, Swiss Franc and Japanese Yen balances by our correspondent banks, effective 2017, we had applied the same to the balances maintained in the Call Deposit accounts. Effective 1^st April 2020, we would be constrained to revise the rates on the balances maintained in the below mentioned conventional operative accounts as well.
 
Operative Accounts

• Current Account
• RAKfinance Current Account
• RAKstarter Account

Kindly note that all deposit and lending rates are subject to change, at RAKBANK’s sole discretion.
 
Do reach out to your Relationship Manager or call 04 -2130000 for any queries. We thank you for your continued patronage and assure you of our best attention at all times.

Regards,

RAKBANK Business

19/02/2020

Dear Customer,

Thank you for banking with RAKBANK.

We wish to advise you, effective 7^th March 2020, the business hours for Al Ras Branch and Mirdiff Branch will be 08:00 am to 03:00 pm, Sunday To Thursday.

Should you have a banking requirement on Saturdays, you can visit our Gold Souq Branch which is close to the Al Ras Branch or Al Qusais / Dragon Mart Branch, which are close to our Mirdiff Branch.

With our Enhanced Digital Banking service, you can also experience hassle free banking without the need to visit a Branch as we have many features available including:

Register for RAKBANK Digital Banking using your Personal or Business Debit Card & PIN. 

If you do not have a Debit Card, you can visit any RAKBANK Branch and request for a Card. Click here to locate our branches closest to you.

We thank you for your understanding in this matter and assure you of our best attention.

Regards,

RAKBANK

13/02/2020

Dear Customer, 

To serve you better, we are enhancing our systems. Our Phone Banking, Contact Centre and Card Authorization Unit numbers listed below, will not be reachable on 14^th February 2020 from 4:00 am to 6:00 am.

We regret the service interruption and thank you for your understanding.

For any queries during the affected time, please reach us through our Live Chat feature on our website www.rakbank.ae.

Assuring you of our best services.

Regards,

RAKBANK

03/02/2020

Dear Customer, 

To serve you better, we are enhancing our Bank systems. Our Account, Credit, Debit and Prepaid Card services across our channels (ATMs, Digital Banking, Website, and IVR) will be unavailable on 8^th February 2020 from 2:30 am to 6:00 am.

Transactions and payments will also be unavailable during that time. 

We regret the service interruption and thank you for your understanding.

In case of queries during the affected time, please call us on 04-2130000.

Assuring you of our best service.

Regards,

RAKBANK

30/01/2020

Dear Customer,

Thank you for banking with us.
 
Please note that we have revised our Service and Price Guide for Cards. The International Transaction fee for non - AED transactions will be increased by 0.10% effective 1st April 2020.

• Click here to view the revised Service & Price Guide for RAKBANK Debit Cards
• Click here to view the revised Service & Price Guide for RAKBANK Credit Cards
• Click here to view the revised Service & Price Guide for RAKislamic Debit Cards
• Click here to view the revised Service & Price Guide for RAKislamic Credit Cards
• Click here to view the revised Service & Price Guide for Corporate Cards

Should you have any queries regarding the changes, kindly write to us at contactus@rakbank.ae.

We thank you for your patronage and understanding.

Regards,

RAKBANK

19/12/2019

Dear Customer,

As per internal policy and Central Bank of UAE regulatory requirements, the Banks are required to maintain and update the Know Your Customer (KYC) documents for all its customers, both individuals and business entities, from time to time.

Accordingly we request you to update your KYC documents with us by submitting the following:

• Copy of your valid Trade License
• Foreign Account Tax Compliance Act (FATCA) and Common Reporting Standard (CRS) forms. These forms are available in the below links for you to print and submit to us duly filled in and signed. 
   
  1. Click here for further information about FATCA Act
  2. Click here for further information about CRS
• Sanctions declaration letter (Download form, and print on your company letter head and duly signed and stamped).
• Self-Attested copy of signatory (ies) valid Emirates ID

In order for us to serve you better and to avoid any hindrance in account operations, we sincerely urge you to update your KYC documents latest by 31st December’19, through any of the following modes:

• Submit to your Relationship Manager
• Submit at a RAKBANK Branch nearest to you
• Send an e-mail to your Relationship Manager from your e-mail address registered with us

Once the above documents have been submitted, your Relationship Manager would get in touch with you for further information as may be required for updating our internal KYC records on your business.

Please also ensure that your Trade License information is updated in our records at any point of time.

The Bank reserves the right to close or freeze non-KYC compliant accounts.
 
For additional details you may kindly get in touch with your account Relationship Manager.
 

Regards
 
RAKBANK BUSINESS BANKING

17/12/2019

Dear Customer,

Kindly note that our Service & Price Guide for Personal Accounts & Remittances will be revised effective 17^th January 2020.
 
Please click here to view the revised Service & Price Guide for Conventional Accounts.

Please click here to view the revised Service & Price Guide for RAKislamic Accounts.

We thank you for your patronage and understanding.

Regards,

RAKBANK 

12/12/2019

Dear Customer,

We regret to inform you that the Cheque Image Inquiry option on our Digital Banking channel will not be available temporarily from 5:00 PM Thursday, 12^th December 2019 till 1:00 PM Friday, 13^th December, 2019 due to a system upgrade. 

Thank you for your understanding.

Regards,

RAKBANK

21/11/2019

Dear Customer,

Thank you for banking with RAKBANK.

In order to provide you with the highest standards of service, please note that we are carrying out a renovation activity at our Emaar Branch, Dubai from 28^th November 2019 to 7^th December 2019. 

During this time you may visit our Marina Diamond Branch located next to the Horizon towers, Marina, Dubai or Al Quoz Branch, located next to Al Habtoor Motors, Sheikh Zayed Road (closest to Emaar branch) for your banking requirements. You can also visit our  Ibn Battuta Mall Branch  which is open 7 days a week from 10 am - 9 pm (Saturday to Thursday) & 2 pm – 9 pm (Friday).

To locate any RAKBANK branch of your choice, please click here.

The Emaar branch will reopen for business from 8^th December 2019. Should you have any other queries, please feel free to call us on 04 2130000.

We thank you for your understanding in this matter and apologize for any inconvenience caused.
 
Regards,

RAKBANK 

07/11/2019

Dear Customer,
 
Thank you for banking with RAKBANK.
 
We are enhancing our banking systems to serve you better and we request you to kindly take note that our Credit Card payment service on Digital Banking, ATM & Phone Banking will not be available between 3:00 AM to 5:30 AM on Friday, 8th November 2019 due to the system upgrade.

We regret the service interruption and thank you for your understanding.
 
In case of any queries during the affected time, please call us on 04 2130000.
 
Assuring you of our best services.
 
Regards,

RAKBANK

31/10/2019

Dear Customer,
 
Kindly note that the Over Limit & the International Transaction fees on our Credit & Debit Cards Service and Price Guides will be revised effective 1st January 2020.
 
Please click here to view the revised Conventional Service & Price Guide.
Please click here to view the revised Islamic Service & Price Guide.

We thank you for your patronage and understanding.

Regards,

RAKBANK Team
 

01/10/2019

Dear Customer,
 
To enable us send your Tax Invoice / Credit Note, we require you to update your details on our records.
 
If you hold a Personal Account with us, we urge you to update your email ID at the earliest to allow us send you the details.
 
If you are a Business Customer and hold a company account with us, please update your email ID and other records such as Tax Registration No & Trade License where applicable at the earliest. 
 
We thank you for your continued patronage.
 
Regards,

RAKBANK

19/09/2019

Dear Customer,

To serve you better, we are enhancing our Banking systems. Our services related to Accounts, Debit Cards, Credit Cards and Prepaid Cards across our channels (ATMs, Digital Banking, Website, and IVR) will not be available on Saturday 21^st September 2019 from 2:30 am to 6:00 am .

Transactions and payments will also be unavailable during that time. 

We regret the service interruption and thank you for your understanding.

In case of any queries during the affected time, please call us on 04-2130000.

Assuring you of our best services.

Regards,

RAKBANK