Pulaski

Not just "information", they sent us back about £3,400.

Mark callaway

Refunding money is easy, for example, in HSBC if a customer made a transaction with a merchant with the debit or credit card they verbally and verbally only the merchant told the customer they will refund it and they did not, the customer makes a dispute form and maximum 6 months and he will find the amount in his account or credit card but if the bank found it is genuine they charge the customer 100 AED for each disputed transaction

mission

this makes NO sense whatsoever and you work in banking?

mission

yep I get that - how long does it take the bank to retrieve the actual cheque from wherever all cleared cheques are kept - is it easy or is it a long process for them to get hold of the actual cheque - that's my question.

Pulaski

Well in 2017, or 2010 for that matter, cleared cheques are stored electronically. So how long does it take the right person with the right system access? Probably about 30 seconds, but the account holder can probably do it themself anyway.

Miss Ann Thrope

Well in fairness he works for HSBC UAE, not really the same thing....

Pulaski

You don't seem to understand how cheque processing works. It makes no difference whether the cheque is deposited locally or on the far side of the world, the cheque, or these days an electronic copy of it, necessarily comes full circle back to the bank the cheque was drawn on. ..... Think about it, even from the customer's perspective it has to, otherwise how would a bank know to bounce a cheque?

This is also true of a bank draft/cashier's cheque, or even a traveller's cheque, but obviously it comes back to the bank's own account for the funds to be debited, not a customer account. The only thing you can deposit that doesn't come full circle, back to a bank, is cold hard cash - that is good for face value, assuming it isn't counterfeit.

When the cheque, or the electronic copy, comes back to the bank the cheque is drawn on it includes the information about the account it was deposited into, and the branch/location where the cheque was deposited. Exactly how easy it is to understood/ decode the information is a slightly different question, but IMO the account number is usually fairly obvious.

Mark callaway

Yes for me as customer service via phone banking, and I said in the branch maybe they have other tools, we don't have a lot of tools over the phone, but you know even if what the electronic copy system is working in the bank I am working in, I am not allowed to say information with no reference, I would refer the customer to the branch as the managers and quality managers don't know this information and I would be scored down even if I said such "right information", call center world lol

Mark callaway

That is right Miss Ann

Mr Pulaski, thanks for the information, you seem that you are dealing with the banks for a long time, but I am happy that at least I added any useful information even if it is tiny

Regards

Meow

Why on earth do posters assume that the UAE banking system is the same as in the US? How banks work in the US is irrelevant to this query.

Pulaski

Who said anything about US banks? My advice applies to international banking, and I have worked in the international space dealing with banks, cheques, bills, drafts, and wires notably in the Middle East, and the UK, but also in Africa, Asia, Europe, and yes, some in the Americas too.

Oh, and I can assure you the processing of cheques is the same the world over.

And BTW a bit of history for you: "modern" banking in terms of book keeping and payments and transfer processing, was invented around 600 years ago by the Italians, and even though it spread around the world, it hasn't changed a whole lot since.

Mark callaway

That is right, I even asked senior agents if I could send emails to departments in the branch like clearing cheques dept or payment teams and they told me not to, I told them that is to help customer's enquirers, they said, the internal departments would escalate me, because it is not their job, all I can do if a customer is asking something out of our hands or complaining about a process i can ask a team called "customer relations" if I can raise a query or a complaint to internal depts to not have invalid requests and I get scored down in my appraisals, as customer relation is responsible for "customer experience" and resolving escalated issues, as if I said any wrong information, customer would complain me and that will result in operational loss where legally he will have the right to demand the bank of what I told him.

So I decided to turn to a machine with fake smile answering the phone to satisfy customers and my managers and to not think outside the box, and I am sorry that I opened the previous thread, and I am sorry I wanted to help, maybe that was my ego deep inside not a real help, I am useless as one British customer called, I will die

So sorry for typing a lot, sorry for bothering you, sorry if I am strange, or I don't speak English

Have a great day really

mission

err Mark you need to take a breather mate lol.....chill out, it's all good

Miss Ann Thrope

Fascinating insight about the inner workings of that institution which helps explain a lot. I find the call centre at ENBD to be far more empowered and capable to help - if you can get through to them and get a helpful agent. Much more useful than my utterly unempowered "relationship manager" who can't resolve anything, even having to tell me that I had to take up my issue with the difficulty of accessing the call centre with...the call centre... I can tell it's killing his soul. I think our friend Mark may be in a similar position?

scrubbedexpat141

Do you honestly think any major call centre is any different?