System upgrade disrupts online and mobile services for Emirates NBD customers

Account holders have been unable to access services at branches, on the bank’s website and mobile app since Friday

DUBAI , UNITED ARAB EMIRATES – Dec 22 , 2013 : Branch of Emirates NBD bank at Mall of the Emirates in Dubai. ( Pawan Singh / The National ) For Business Stock
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Emirates NBD customers have been unable to access their accounts online for more than two days, with the Dubai-based bank blaming the disruption on "teething issues" after launching a system upgrade in the early hours of Friday morning.

Customers were able to withdraw money from ATMs at some branches despite system glitches.

"Emirates NBD is currently upgrading its core banking system to provide a better and safer banking experience for our customers. We have encountered some teething issues and sincerely regret the delay and apologise for the inconvenience to our customers. Our teams have identified the issues and are working hard to resolve these at the earliest," a bank representative told The National.

At the time of writing, Emirates NBD’s website and mobile app were still inaccessible, leaving frustrated customers unable to pay their bills online or remit money.

The bank notified customers last week that it would be implementing a system upgrade on August 7 from 2am to 11am, and that services including its mobile and online banking, chat and voice banking, cash/cheque deposit machines and interactive teller machines would not be available.

The bank updated the notification on Friday night in a post on its Twitter account, saying: "We are rolling out a set of upgrades to our systems on Friday 7th August from 2 am to 3 am Saturday 8th August."

Customers were told they could continue using their debit and credit cards at retail outlets, for online purchases and to withdraw money.

However, customers have expressed their frustration on social media, with many saying the delay is unacceptable and they faced late fees for payments.

“Our branches are operational and available to service customer banking needs. We would like to thank our customers for their patience as we work to restore uninterrupted online and mobile banking services that should be available soon,” the bank's representative added.