in Russian Rubles. “All three transactions were authenticated with OTPs, but I was asleep at the time. I live alone and no one has access to my mobile phone. I have never been to Russia, nor do I play games,” he explained. Upon discovering the charges at 7am, he immediately reported the matter to ENBD, blocked the card, submitted a dispute form, and requested a credit extension during the investigation. He also scanned his mobile phone for malware, with no issues detected. Customer’s Struggle Despite his prompt reporting, the reader claims he faced months of uncertainty. From February 22 to April 10, he said he received no updates from ENBD, despite multiple calls and even three visits to the bank’s headquarters in Deira. On April 11, after demanding to speak to a supervisor, he was informed that the fraud team had already concluded on March 11 that “since OTPs were entered, the customer is liable to pay.” However, he claims he was never notified of this conclusion until a month later. “I was told to file a police report just three days before my bill deadline. No supportive documents were presented. As a loyal customer holding ENBD’s top-tier Infinite card, I am disappointed in how the case was handled,” he said. Bank’s Response In response, Emirates NBD said: “Our Group Customer Experience team has been in touch with Mr. Eri T. and provided him with the necessary clarifications regarding his claim. While we cannot comment on the specifics of individual cases to maintain confidentiality and privacy, we confirm having followed the appropriate procedures. The bank has assisted Mr. Eri to the fullest extent.”
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