Emirates NBD resolves 'teething issues' that disrupted online, mobile services

Digital banking services across all channels now restored, says bank official

A view of Emirates NBD head office in Dubai, UAE January 30, 2018. Image used for illustrative purpose.

A view of Emirates NBD head office in Dubai, UAE January 30, 2018. Image used for illustrative purpose.

REUTERS/Satish Kumar

Emirates NBD has finally resolved the “teething issues” that had earlier disrupted the online and mobile services for its customers in the UAE for days.

Dubai’s largest bank on Wednesday announced that its teams have fixed the technical glitches and restored the services that are accessible via various platforms, including its mobile app.

The bank announced on Friday that it would carry out a system upgrade until Saturday, August 8, to enhance its banking services.

Customers were assured they could still withdraw cash from any of the bank’s automated teller machines (ATMs) and make online purchases.

However, as of Sunday, bank account holders complained they were still having difficulty accessing their accounts remotely.  The issues were encountered by mobile and online users who were trying to make payments and transfer funds.

Systems restored

“I would like to update that our teams have resolved [the] issues and have restored [the] digital banking services across all channels. We are closely monitoring the situation and continue to improve service performance, as more customers access our digital banking platforms,” Abdulla Qassem, group chief operating officer at Emirates NBD, said in a statement.

The bank had earlier apologized for causing customer inconvenience.

“We sincerely regret the delay and apologize for the inconvenience due to the teething issues in the planned upgrade of our core banking system to provide a better and safer banking experience. Our teams have identified the issues and are working hard to resolve these at the earliest,” the bank said late Sunday.

The bank has been rolling out systems upgrades as part of its “digital transformation efforts to boost innovation and efficiency” across its operations in the region and abroad.

Late last year, it completed the third phase of its core banking system upgrade for Emirates NBD Saudi Arabia, following prior launches in Singapore and the UK in November 2018 and July 2019,

“By end-2020, all Emirates NBD entities and markets will be consolidated onto one single, updated core banking platform,” the bank said in an earlier statement.

(Writing by Cleofe Maceda; editing by Seban Scaria)


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