Lender Contacts Affected Customers Amid System Upgrade
Dubai Islamic Bank (DIB) announced late on Thursday that it is close to resolving the issues related to salary payments for some of its customers, which were disrupted due to a recent system upgrade.
The bank stated that it “immediately contacted the affected customers” as soon as it became aware of the disruption and delays in salary payments. “Despite our concerted efforts to ensure minimal disruption, we understand that some customers have encountered service-related issues. This upgrade is essential for enhancing the quality of our banking services provided to our customers. As soon as we became aware of any disruption, we immediately contacted the affected customers to explain that a dedicated team was diligently working to restore the impacted services as quickly as possible,” the UAE lender said in a statement late on Thursday.
“We are happy to report that all the issues related to salary payments for some customers are nearing resolution and will be completed by tonight,” the statement added.
On June 14, DIB informed its customers via email about an upcoming system upgrade aimed at providing better and safer banking services. The upgrade was scheduled from June 14 to June 19. During this period, several services were affected, including wage protection system registration and file processing, cash on card and balance transfers from DIB credit cards, among others.
Following the upgrade, DIB sent another email on June 20, notifying customers of ongoing issues. These included delays in inward funds transfers due to recent holidays, temporary unavailability of account-related notifications (SMS & email), and delays in branch and call center services due to heavy traffic.
The bank assured its customers that teams were “working tirelessly to fix them at the earliest” and apologized for any inconvenience caused.