𝐔𝐀𝐄 𝐃𝐞𝐛𝐭 𝐂𝐨𝐥𝐥𝐞𝐜𝐭𝐢𝐨𝐧 𝐂𝐚𝐥𝐥𝐬: 𝐋𝐞𝐠𝐚𝐥 𝐁𝐨𝐮𝐧𝐝𝐚𝐫𝐢𝐞𝐬 & 𝐒𝐭𝐞𝐩𝐬 𝐭𝐨 𝐄𝐧𝐝 𝐇𝐚𝐫𝐚𝐬𝐬𝐦𝐞𝐧𝐭

Frequent, harassing calls from a debt collection agency in Dubai are a violation of UAE consumer protection and debt collection regulations. Here is the solution and the steps you should take:

1. Know Your Rights (The Legal Solution)

The Central Bank of the UAE (CBUAE), which regulates financial institutions and their authorized debt collection agents, mandates that calls must be proportionate and not excessive.

• Prohibition of Harassment: CBUAE regulations and UAE laws strictly prohibit debt collectors from using abusive, threatening, or harassing tactics. Frequent daily calls can be considered harassment.
• Time Restriction: Collection calls are restricted to reasonable hours. The CBUAE specifically mentions a time frame for contact with consumers in arrears: 9 AM to 8 PM. Calls outside these hours are generally prohibited.
• No Third-Party Disclosure: The debt collector cannot disclose your debt information to family members, friends, or your employer without your consent.
• Right to Documentation: You have the right to request a clear, written statement and proof of the debt, including the original creditor's name, the amount owed, and a breakdown of any fees or interest.

2. Immediate Action Steps

To stop the frequent calls, you need to take proactive, documented steps:

A. Document Everything

This is the most crucial step for any complaint.

• Record: Keep a detailed log of every call: 
• Date, Time, Caller's Name/Employee ID, Agency Name, Duration, and a brief summary of the conversation.
• Save: Keep all communication, including text messages, emails, and letters.

B. Send a Cease and Desist/Communication Preference Letter

Send a formal, documented communication (via email or registered mail) to both the Debt Collection Agency and the Original Creditor (Bank/Financial Institution).

• State the Problem: Clearly mention that the frequency of the daily calls is excessive, disproportionate, and constitutes harassment, citing the CBUAE's regulations.
• Demand a Change: Specifically request that they limit all future communication to written correspondence (email or registered mail) only, or limit phone calls to a reasonable frequency (e.g., once or twice a week).
• Keep a Copy: Ensure you have proof that the letter/email was sent and received.

3. Escalation and Formal Complaint

If the excessive calls continue after you have requested them to stop, you must file a formal complaint:

A. Complaint to the Original Creditor (The Bank/Financial Institution)

Since the bank is responsible for the actions of its appointed collection agents, file a formal complaint with the bank's Customer Service or Complaints Department.

• Provide your account details and the documented log of the harassing calls.
• Demand they instruct their agent to adhere to the regulations.

B. Complaint to the Central Bank of the UAE (CBUAE)

If the bank fails to resolve your complaint within a reasonable timeframe (usually 30 days) or the calls persist, you must file a complaint with the ultimate regulator:

• Contact the CBUAE Consumer Protection Department.
• The CBUAE has an official complaints mechanism for consumers against licensed financial institutions and their agents. You will need to provide all your documentation (call log, cease and desist letter, and the bank's complaint reference).

C. Complaint to Dubai Authorities

You may also file a complaint with the Department of Economy and Tourism (DET) in Dubai for harassment:

• The DET's Consumer Rights portal allows you to select an option for "Disturbing calls" against a registered business.

Important Note on Payment

While you have the right to be protected from harassment, avoiding communication entirely can lead to the creditor pursuing legal action against you (civil case, travel ban, or freezing of accounts).

The best approach is to:

1.    Stop the Harassment (via documented notices and complaints to CBUAE).

2.    Address the Debt by negotiating a manageable repayment plan with the creditor in writing. If you can afford to pay, communicating your willingness to settle in a fair manner will help resolve the situation.

 ⚠️ Disclaimer: This post is for general informational purposes only and not legal advice. For specific guidance, please consult a UAE legal professional.