Bank customers complain about malfunctions in deposit machines…and processing the complaint takes up to 10 working days

Bank dealers complained to Emirates Today about the malfunctions experienced by some deposit machines during cash deposit operations, and the resulting delay in depositing amounts into their bank accounts for periods that may extend to 10 working days, which disrupts their daily obligations.

They explained that the problem begins when depositing cash amounts through bank deposit machines, where the device stops completing the process or issues a message stating that there is a malfunction, while the amount is seized without being credited to the account. After communicating with customer service, a report is opened to verify the process, with the customer informed that processing the complaint may take up to 10 working days according to the procedures followed.

They stressed that this period is long, especially when the funds are allocated to pay urgent obligations, such as loan installments, rent checks, or supplier dues, which may expose them to late fines or financial problems that could have been avoided if the reports had been processed in a shorter time.

They called for developing cash deposit machine systems, accelerating procedures for verifying troubled transactions, and reducing the time for processing reports, in addition to providing temporary solutions, such as granting an outstanding balance in cases where the transaction data is clearly proven, in a way that reduces the financial effects resulting from the delay in depositing funds.

For her part, banking expert, Awatif Al-Harmoudi, said: “Automatic deposit device malfunctions result from technical reasons or differences in the matching of cash within the device, which requires conducting inventory and review operations to confirm the value of the retained funds before approving them and depositing them in the customer’s account, in order to preserve the accuracy of financial operations and the rights of all parties. It usually takes several working days, varying from one bank to another, with a maximum of 10 days, but problems are often resolved in a much shorter period.

Al Harmoudi added: “Some banks take a risk and pay the customer directly, if the amount is small, and then verify the matter, while others open an investigation first and then the amount appears in the customer’s account, but in all cases the banks are careful about their reputation and the quality of the services they provide.”

For her part, banking expert, Sheikha Al-Ali, said, “Banks take between three and four working days to address complaints that the amounts deposited in the customer’s account do not appear, as long as there are no problems that require opening surveillance cameras. However, if there is an importance to verify the cameras accurately, the period may extend to 10 working days, and these procedures are in the interest of the customer and the bank alike.”

Al-Ali added, “The reliability of deposit machines and the speed of processing complaints are among the most prominent factors that affect the level of customer confidence in digital banking services in light of the continued expansion of reliance on electronic channels to complete daily financial transactions.”

• Banks are keen on their reputation, and procedures are in the interest of the customer and the bank alike.