Dubai Islamic Bank (DIB) recently completed a system upgrade, causing some customers to face issues such as late payment fees and other charges due to system errors. However, the bank announced on July 20 that affected customers will not be charged for these fees and will be compensated with Walaa rewards, which can be redeemed for various offers. In a letter to customers, DIB assured that they have upgraded to a more secure and reliable cloud technology system and are working to resolve any teething issues.
DIB also mentioned that customers can use the Walaa rewards in place of cash for various transactions as a token of appreciation for their support and loyalty. Additionally, the bank stated that there will be no late payment fees or cheque return charges caused by system errors. They will also reverse any profit accrual due to settlement of finance amounts, waive liability letter issuance fees, and offer a discount of up to 25% on early settlement fees. Furthermore, any incidents related to the system upgrade will not affect customers’ AECB credit scores.
Regarding salary delays in June, DIB explained that there was an issue with some customers’ salary withdrawals last month. The bank promptly contacted affected customers upon learning about the disruption and delays. On June 14, DIB informed customers via email about the system upgrade to improve banking services, scheduled from June 14 to June 19. Certain services and channels, including wages protection system registration, cash on card, balance transfer from DIB credit cards, and other related services, were expected to be impacted.
DIB apologized for any inconvenience caused by the system upgrade and assured customers that they are focused on providing the highest level of service. The bank emphasized that they are in a stabilization phase and are working to improve and streamline their services moving forward. Customers can expect no late payment fees, cheque return charges, or negative impact on credit scores as a result of system errors. DIB is committed to resolving any issues promptly and maintaining strong relationships with their customers.
By offering compensation through Walaa rewards and waiving various fees, DIB demonstrates their commitment to customer satisfaction and loyalty. The bank’s proactive approach to addressing system errors and delays reflects their dedication to providing reliable and secure banking services. With ongoing improvements and a focus on customer service, DIB aims to enhance the overall banking experience for its customers and ensure a seamless transition to the upgraded system.
