Emirates NBD has issued an alert to customers acknowledging teething issues and regret for the inconvenience caused.
This follows days of frustration from customers who have had been unable to access their mobile banking services.
Customers were originally alerted of a system upgrade that would take place over the weekend. But by Saturday evening, Emirates NBD Mobile Banking was still not functioning and users took to Twitter to express worry over the lack of services and the length of time the upgrades were taking.
The original announcement alerted customers the upgrade would take place this weekend, ending on Saturday at 3am
We continuously enhance our technology to give you a better & safer banking experience. We are rolling out a set of upgrades to our systems on Friday 7th August from 2 am to 3 am Saturday 8th August pic.twitter.com/qoZ7N8Bapm
— Emirates NBD (@EmiratesNBD_AE) August 7, 2020
However, by Saturday eve, customers could still not access their accounts
STILL no access to @EmiratesNBD_AE online banking. What are they doing?!
— Daniel (@danielmarcevans) August 8, 2020
People are reaching out asking when they will be able to access their money online
@EmiratesNBD_AE my card isn’t working, your telephone customer support is having “temporary” issue advising me to log online which is also having a “temporary” issue. How can I access my account/ spend my money?
— Yassie Sian (@Yasmin_sian) August 8, 2020
And wondering why the upgrades have taken so long with no concrete communication from the bank
@EmiratesNBD_AE 63 hrs with no access or visibility on our accounts, no support, misleading advices, significant impact on our investment in the bank, call center advises that all what’s happening endorse by the central bank, @dubai_consumers please protect us! pic.twitter.com/ZCZvuEaHpT
— Dr. Ahmed Kandil (@ahmedsanofi) August 9, 2020
With countless public messages being shared on social, the bank’s social media team is in overdrive and are responding to as many Tweets as possible
Hi Mahmoud, we are sorry for any inconvenience caused. Our teams have identified the issues and are working hard to resolve these at the earliest. . We would like to thank you for your patience as we work to restore uninterrupted online (cont) https://t.co/tON3ErJQU6
— Emirates NBD (@EmiratesNBD_AE) August 9, 2020
The majority of comments are similar in theme, customers are unhappy with the service
What is wrong @EmiratesNBD_AE ?
No transparency about what’s happening and all employees are not responding! We will have to rethink our banking experience with you
— Ahmed Abo-alela (@AboalelaJunior) August 9, 2020
Some of the bank’s responses are detailed, with this one acknowledging that the issues have been identified and that team are working hard to resolve the issues at the earliest
“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. Please note that customers can continue to use their Emirates NBD debit and credit cards, withdraw cash from any of our ATMs, transact at any shopping outlet and continue making online purchases. Our branches are operational and available to service your banking needs. We would like to thank all our customers for their patience as we work to restore uninterrupted online and mobile banking services that should be available soon. Thanks.- Samena” -Emirates NBD rep
It’s been three days and customers are at their wit’s end
Please resolve the issues.Its been 3 days and still i couldnt login on mobile and online banking.NBD is such a big bank and you cannot resolve the teething issues for 3 https://t.co/VRqG718Xi5 many people are suffering do you realise. Your only reply we regret.
— Abhishek (@Abhishe71627701) August 10, 2020
On Sunday, the bank apologised for teething issues, adding they sincerely regret the delay and 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 (cont) https://t.co/HIuCkRqwA8 pic.twitter.com/5zGF0szBh4
— Emirates NBD (@EmiratesNBD_AE) August 9, 2020
And now customers have received private alerts
The message notes the disruption and adds that you can continue to use your Emirates NBD Debit and Credit Cards, withdraw cash from any of their ATMs, transact at shopping outlets and make online purchases. The banks are all in operation. No timeline was given for when the Online and Mobile services will be back up and running, however, the bank thanked customers for their ongoing patience.