Dubai Islamic Bank (DIB) announced on Saturday, July 20, that customers affected by recent system upgrade issues will not be charged late payment fees or other charges caused by system errors. Additionally, these customers will be compensated with Walaa rewards, the bank’s loyalty program, which can be redeemed against various offers.
DIB assured customers of the upgrade’s benefits, stating in a Khaleej Times report, “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.” The bank acknowledged the initial challenges faced by some customers and confirmed that immediate and ongoing steps are being taken to resolve these issues.
The Walaa rewards can be used across a variety of transaction categories as a token of appreciation for customers’ support and patience. Moreover, DIB confirmed that no late payment fees or cheque return charges caused by system errors will be imposed. Any profit accrual due to the settlement of finance amounts will be reversed, liability letter issuance fees will be waived, and a discount of up to 25% will be provided on early settlement fees. The bank also assured that customers’ AECB (Al Etihad Credit Bureau) credit scores would not be affected by these incidents.
DIB apologized for the inconvenience caused and reiterated its commitment to delivering the highest level of service. The bank stated, “We have entered a stage of stabilization and continue to iron out and smoothen our services as we move ahead.”
Last month, some customers experienced salary withdrawal issues. DIB addressed these disruptions immediately, notifying affected customers. On June 14, DIB had informed its customers about the planned system upgrade, which took place from June 14 to June 19, and anticipated some impact on services, including wages protection system registration, file processing, cash on card, and balance transfer from DIB credit cards.