Dubai Islamic Bank (DIB) has announced that customers affected by the recent system upgrade will not be charged late payment fees or other charges resulting from system errors. This was disclosed on Saturday, July 20.
Additionally, affected customers will receive compensation in the form of Walaa rewards, the bank's loyalty program, which can be redeemed for various offers. In a letter to customers shared with Khaleej Times, DIB reassured that after a month-long effort to transform their core banking systems, they have successfully upgraded to a more secure, safe, and reliable cloud technology system.
The bank emphasized its commitment to resolving any initial issues promptly and continuously. DIB stated that Walaa rewards can be used across multiple transaction categories in place of cash, as a gesture of appreciation for customers' continued support, patience, and loyalty.
Furthermore, DIB confirmed that there will be no late payment fees or cheque return charges due to system errors. Any profit accrued from the settlement of finance amounts will be reversed, and liability letter issuance fees will be waived. Customers can also enjoy a discount of up to 25% on early settlement fees. Importantly, the AECB (Al Etihad Credit Bureau) credit score will not be affected by any related incidents.
DIB reiterated its sincere apology for any inconvenience and reaffirmed its dedication to delivering the highest level of service expected by its customers. The bank highlighted that it has entered a phase of stabilization and is continuously improving its services.
Regarding the salary delays in June, DIB promptly contacted the affected customers once they became aware of the issue. On June 14, DIB informed its customers via email about the planned system upgrade, which aimed to enhance banking services' safety and quality. The upgrade, which took place from June 14 to June 19, impacted several services, including those related to the wages protection system registration and file processing, cash on card, and balance transfers from DIB credit cards.
