Dubai: A routine digital money transfer turned into weeks of uncertainty for a UAE resident after Dh4,600 was debited from his bank account but never reached the intended recipient.
Abhishek, who regularly uses mobile remittance apps to send money abroad, initiated the transfer in late November 2025. The transaction appeared successful at first. His bank account showed the amount deducted within seconds, and the app confirmed the transfer.
Then, nothing happened.
Days passed, followed by repeated checks and growing concern. The money failed to arrive, and attempts to obtain clarity led to silence rather than answers.
‘Money deducted, then nothing’
“The transfer went through on the app, and the money was deducted immediately,” Abhishek said. “But several days later, the recipient still hadn’t received anything.”
What unsettled him most was the lack of response from the app provider. Despite multiple emails sent to the customer support address listed on the platform, he received no clear explanation, timeline, or confirmation of a refund.
“At this stage, the delay is far beyond what was communicated when I made the payment,” he said. “I just want the money recovered or a proper resolution.”
Proof of payment, no clarity
Abhishek has retained all transaction records, including bank statements, receipts, timestamps, and reference numbers confirming the debit. What he lacks, he says, is transparency.
Such cases are becoming increasingly familiar as UAE residents rely heavily on digital remittance apps for cross-border transfers. While these platforms promise speed and low fees, users often discover gaps in accountability when something goes wrong.
In many cases, customers are unsure who ultimately controls the app, where it is licensed, or which regulator oversees disputes.
Warning signs regulators highlight
Banks and exchange houses in the UAE consistently warn consumers to be cautious of remittance services offering exchange rates or fees that appear significantly better than those provided by licensed institutions.
Authorised providers operate within regulated margins and issue verifiable transaction receipts, reference numbers, and real-time tracking. Delays without explanation, missing documentation, or vague confirmations are not typical of regulated operations.
Requests for additional payments after a transfer, such as “processing charges,” “taxes,” or “customs fees” paid outside the app, are widely recognised by authorities as advance-fee fraud tactics.
How urgency traps users
Fraud complaints frequently involve pressure tactics. Users may be told that rates are expiring, accounts will be blocked, or urgent action is required to avoid penalties.
Regulators stress that such urgency is designed to prevent verification. UAE banks and authorities do not ask customers to share passwords, PINs, or one-time passcodes through calls, emails, or messages. Any such request is considered a strong red flag.
What the Central Bank of the UAE says
The Central Bank of the UAE (CBUAE) has repeatedly warned residents against fraudulent communications impersonating official institutions.
The regulator has advised consumers to verify any message claiming to originate from the Central Bank through official websites or established contact channels and cautioned against sending money to unauthorised individuals or entities.
In reported cases, fraudsters have misused official logos, addresses, and staff names to appear legitimate.
Why licensed apps operate differently
Under UAE regulations, licensed banks and financial institutions must follow strict digital security standards.
Mobile banking sessions may be suspended if screen-sharing tools, malware, or remote access software are detected during transactions. The use of SMS or email one-time passcodes alone is not permitted for sensitive financial activity, with stronger authentication methods required.
Apps that lack these safeguards or fail to intervene during high-risk activity may not align with regulatory expectations.
What to do if money goes missing
Authorities advise immediate action if a transfer is delayed or funds appear unaccounted for:
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Contact your bank immediately to flag the transaction
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Request a freeze or recall, if applicable
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Document all records, including emails and receipts
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File a police report via eCrime.ae, Aman Service, or the Ministry of Interior app
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Escalate unresolved cases to Sanadak, the UAE’s financial ombudsman, if no resolution occurs within 30 days
Timing is critical. Once funds are fully settled through intermediary systems, recovery becomes significantly more difficult.
A habit worth rethinking
Digital remittance apps have become embedded in daily financial life, offering convenience that traditional channels often cannot match. Regulators caution that convenience should not replace verification.
Using licensed providers, checking regulatory status, enabling strong authentication, and monitoring account activity remain essential safeguards.
For Abhishek, the transfer took seconds. The search for answers has taken far longer.
