Emirates NBD has issued an apology after customers complained they have had issues accessing their online accounts and making payment transactions following a systems upgrade.

Dubai’s largest bank announced on Friday that it would be upgrading its systems 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.

“It’s Sunday… and it’s still not working. I have this rather worrying screenshot… You can’t just expect everyone to go to an ATM and branch,” said Tanzeed Alam, a bank customer.

In a notice to customers, Emirates NBD said the systems upgrade encountered some “teething issues.”

“We sincerely regret the delay and apologize for the inconvenience due to the teething issues int he 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 assured that customers can continue to use their Emirates NBD debit and credit cards, withdraw cash from an ATM, make purchases at any shopping outlet. Customers were also assured that online purchases using an Emirates NBD card were not affected.

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.

(Reporting by Cleofe Maceda; editing by Seban Scaria)

cleofe.maceda@refinitiv.com

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