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Customers of Emirates NBD<\/a>, the second largest bank in the United Arab Emirates (UAE<\/a>) with an asset size of $189 billion, reported disruptions in accessing its online, mobile banking<\/a> and ATM<\/a> operations after a system upgrade that has now entered its fourth day. The Bank, which has a base of 14 million customers across the Middle East, North Africa and Turkey (MENAT) region, had initially informed customers of system upgrades scheduled for Friday, August 7, a non-working day in the UAE, between 2AM and 11PM. Emirates NBD later extended the system upgrade schedule to 3AM on Saturday, August 8.<\/p>\n Emirates NBD in its Annual report of 2019 said 93% of all transactions were done through its digital channels, whilst 69% of its individual customers were described as \u2018Digitally Active\u2019. The lender in a statement released on Sunday attributed the disruptions to \u2018teething issues\u2019, writing, \u201cWe sincerely regret the delay and apologise 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.\u201d The bank further said, \u201cOur teams have identified the issues and are working hard to resolve these at the earliest,\u201d Emirates NBD, whilst not specifying a potential timeline for operational normalcy, said, \u201cWe work to restore uninterrupted online and mobile banking<\/a> services that should be available soon.\u201d<\/p>\n Customer Outrage<\/b> Another incensed customer, who spoke to ETBFSI on the condition of anonymity, said she was turned away from a bank branch on Saturday, which she had visited to get a balance letter and a bank statement. The Dubai resident recounted, \u201cI was informed by the security guard that all systems were down and they did not expect it to come back that day. I also asked if I could visit another branch, but was told that most branches were facing the same issue and was urged to not visit another branch,\u201d whilst adding \u201cMobile banking has also not been working.\u201d<\/p>\n M. S. S., an Emirates NBD customer told ETBFSI about receiving standardised messages from the lender about ‘fixing the system soon’ on social media, whilst phone calls to the bank disconnected automatically. The Dubai resident, who could not access his money for four days, said he had since also tried to take out all his money from Emirates NBD ATMs to switch to another bank. \u201cAt least communicate, don\u2019t wait until people complain and be transparent,\u201d he suggested to the bank. <\/p>\n S.A.K., another customer of the bank said the system outage, which affected online banking utility, would prove as a problem in tracking one’s balance. \u201cI am the kind of person who frequently checks my online banking applications to have a clear picture about my financials. This has however not been available since Thursday night.\u201d<\/p>\n Social Media Frenzy<\/b> I am not sure what is going on but the Emirates NBD banking services both internet banking and the application is d\u2026 https:\/\/t.co\/ZRjXaQqEiz<\/p>\n — Rahul Radhakrishnan (@Rahulrrk06) 1596953319000<\/a><\/p><\/blockquote>\n<\/div>\n<\/div>\n <\/p>\n How is my online banking still offline? @EmiratesNBD_AE This is way beyond what was stated an now could impact or c\u2026 https:\/\/t.co\/lmLJcY9fYO<\/p>\n — James Craven (@jamescraven28) 1596958577000<\/a><\/p><\/blockquote>\n<\/div>\n<\/div>\n <\/p>\n What is happening with @EmiratesNBD_AE ? Motor City branch has been out of operation for ages. Website down for mos\u2026 https:\/\/t.co\/eRjQJFyKsW<\/p>\n — Catboy – Radio Bloke (@Catboy92) 1596946254000<\/a><\/p><\/blockquote>\n<\/div>\n<\/div>\n Customers also reported ATM machines of the bank being inaccessible in tandem with the system upgrade.<\/p>\n Even the ATM machines aren\u2019t working @EmiratesNBD_AE @LivBank #fail https:\/\/t.co\/I34unWPo76<\/p>\n — Moey Shawash (@Moeys) 1596979262000<\/a><\/p><\/blockquote>\n<\/div>\n<\/div>\n <\/p>\n @EmiratesNBD_AE And ATM\u2019s too are offline https:\/\/t.co\/OSTMbvKHDp<\/p>\n — Prashant Sonnaik (@psonnaik) 1596892712000<\/a><\/p><\/blockquote>\n<\/div>\n<\/div>\n Teething Issues<\/b> Emirates NBD in its second quarter results posted a 58% decline in net profit, which fell to $544.5 million (Rs 40.82 crore) from $1.29 billion (Rs 96.71 crore). The Bank, which has operations in thirteen countries globally, has for the COVID-19 pandemic made provisions of upto $1.1 billion (Rs 82.46 crore). The lender made its Indian foray in 2017 by opening a branch in Mumbai, which in its most recent annual report was said to grow 43% in balance sheet size.<\/p>\n<\/div>\n
ETBFSI spoke to a number of irate customers of the bank, who since the system outage<\/a> shared harrowing experiences affecting finances both personally, and in their business dealings. B.P., a trader based in Dubai who spoke to ETBFSI on condition of anonymity said the server upgrades had affected the supply chain of his business. \u201cWe were supposed to receive a payment from a party worth AED 200,000 (Rs 40.85 lakh) after which we were to release some materials. While the party claims to have paid, it is impossible to verify this as the bank\u2019s internet banking platforms have been down consistently,\u201d said B.P. The trader further added that cheques, which usually cleared with Emirates NBD within a day when deposited with the bank, were now also taking longer to process.<\/p>\n
Angry customers also took to Social Media Platforms to express their frustration against not being able to access funds.<\/p>\n\n
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Emirates NBD in its statement did not elaborate on the \u2018teething issues\u2019 it faced whilst upgrading its \u2018core banking\u2019 system. The lender in January 2019 had signed up Tata Consultancy Services<\/a> (TCS<\/a>) for its \u2018TCS BaNCS for Payments\u2019 to function as its core processing platform. It is however unclear if the current system issues have arisen on account of the \u2018TCS BaNCS\u2019 Platform system.<\/p>\n