Dubai Islamic Bank (DIB) has announced several measures to compensate customers affected by recent account access issues following a systems upgrade.
Dubai Islamic Bank System Upgrade and Resulting Issues
In June, the bank transitioned certain functions to the Temenos Banking Cloud platform to enhance service quality. This upgrade caused delays in crediting salaries and affected several customers.
A statement from DIB acknowledged the challenges: “After working over the last month to transform our core banking systems, we have recently concluded the upgrade of our banking platform to a more secure, safe, and reliable cloud technology system. We are mindful of the teething issues being faced by some of you and would like to assure you that we are taking immediate and ongoing steps to resolve them.”
Compensation Measures
To address customer concerns, DIB is offering Walaa rewards, which can be used across various transaction categories, as compensation instead of cash. Additional measures include:
- No late payment fees or cheque return charges due to system errors.
- Reversal of any profit accrual from the settlement of finance amounts.
- Waiver of liability letter issuance fees and up to a 25% discount on early settlement fees.
- Assurance that AECB credit scores of customers will not be affected by related incidents.
Commitment to Service Excellence
DIB’s statement further emphasized the bank’s commitment to customer service: “We sincerely apologise for the inconvenience and stay committed and completely driven to deliver the highest level of service that our customers expect of us. We have entered a stage of stabilisation and continue to smoothen our services as we move ahead.”
Future Outlook
DIB focuses on providing secure and reliable services to its customers while addressing the issues from the upgrade, ensuring minimal future disruptions.
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