Dubai: A UAE resident has reported losing Dh4,600 after sending money through a remittance app, with the amount debited from his bank account but never reaching the recipient.
The incident occurred in late November 2025. The resident, identified as Abhishek, used a mobile remittance application to transfer funds overseas. The app processed the transaction immediately, and his bank account showed the debit within seconds.
However, the money did not reach its destination, even after several days.
No response, no refund
According to the customer, repeated attempts to contact the app’s customer support through official email channels did not result in a clear explanation or timeline for resolution. He said no refund was offered despite the prolonged delay.
“I just want the money either delivered or returned,” he said.
Transaction records available
The customer has retained all transaction-related records, including receipts, reference numbers, timestamps, and bank statements confirming the debit. Despite this, he says he has received no clarity on the status of the transfer.
Regulatory warnings
Banks and regulators have repeatedly cautioned residents to use only licensed and authorised remittance providers. The Central Bank of the UAE (CBUAE) has warned against responding to unverified communications or transferring funds through platforms that lack clear regulatory oversight.
The regulator has also highlighted that requests for additional payments outside official platforms, unexplained delays, or lack of transaction tracking are potential warning signs.
What customers should do
Authorities advise customers facing delayed or missing transfers to:
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Contact their bank immediately
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Request a transfer recall if the transaction is unsettled
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Keep all transaction and communication records
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File a police report through official UAE channels
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Escalate unresolved cases to Sanadak, the UAE’s financial ombudsman
The CBUAE has stressed that early reporting improves the chances of recovering funds before transactions are fully settled.
Growing reliance on digital transfers
Digital remittance apps are widely used across the UAE for cross-border transfers. Regulators continue to urge residents to verify licensing, review transaction confirmations carefully, and enable strong security features when using digital payment platforms.
