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At ADIB, we take protecting our customer accounts very seriously. We hope that the following information helps give you an idea of some of the measures we have implemented to safeguard your money, and give you some tips about what you can do yourself to help now and in the future.
Q: What security does ADIB offer me and my money?
ADIB employs a team of monitoring specialists and a sophisticated anti-fraud technology system which work together on a 24/7 basis year round the clock to monitor customer accounts. We also cooperate with the UAE Central Bank and other banks in terms of sharing information that could help to detect and prevent breaches of security.
Q: Are there any additional special measures in place at the moment?
In light of recent information that we have received from the UAE Central Bank, we recently advised all customers to change their PIN number for their debit cards as a precautionary measure. We are also replacing the debit cards of a limited number of customers as an additional safeguard.
Q: I haven't changed my PIN number yet – should I do this?
ADIB is recommending that all customers change the PIN number on their debit card as soon as possible as a security precaution. This can be done at any ADIB ATM machine – a full list of locations is available on the website.
Q: Should I cancel my debit card?
No, there is no need to do this if you have changed your PIN number. We are contacting a limited number of customers to advise them that we are issuing them with new debit cards as an additional precaution, and we are working hard to minimise any inconvenience to them.
Q: My daily withdrawal limit has been reduced – can I get it raised?
Yes. ADIB has reduced daily withdrawal limits as a temporary security measure for a limited number of customers but if you want to increase your limit during this period please visit your nearest branch to arrange it.
Q: Can I use my ADIB cards overseas?
Currently, to increase security for customers, ADIB has temporarily blocked the use of its debit cards in ATMs in any countries outside the GCC, and all its cards in a small number of countries outside the GCC where we have identified a heightened security risk. We advise any customers who are planning overseas trips now or in the near future to get in contact with us via our call centre (800 2288) for clarification on whether they will be able to use their ADIB cards at their destination. We understand the inconvenience it will cause for our customers but we believe this action will help to limit any further risk.
Q: There are transactions showing on my statement that I did not make. What should I do?
If you spot any transactions on your account statement that you did not make, you should report them to ADIB immediately. All reports will be investigated by the bank and the appropriate action taken.
Q: If someone has taken money from my account illegally, will I get it back?
ADIB will investigate all reports of fraudulent transactions on a case-by-case basis and all customers found to have been genuinely illegally targeted will be reimbursed by ADIB in full. However, it is also the customer's responsibility to take the appropriate steps to safeguard their accounts also, such as changing their PIN and not sharing it with others.
Q: What else should I do?
All ADIB customers can sign up to have SMS alerts sent to their mobile phone when their ADIB debit or other card is used. This means that you will be able to know immediately if your account has been accessed. Notify to the Bank if any changes in Address or contact numbers immediately. At ADIB, we advise customers to change their PIN number regularly. This number should never be shared with anyone, and customers should take care not to reveal their PIN numbers to others around them when using ATMs for example. Don't keep a copy of your PIN number in any location where it could be easily accessed, such as your wallet or purse. Keep a close eye on all transactions recorded on your account and report any irregularities to ADIB immediately.
Q: is there anything else I should know?
ADIB wishes to reassure its customers that these attacks have come from outside its own banking system, and that a small proportion of customers have been affected. All these customers have been identified and contacted. If you have not been contacted by ADIB about this matter, then we still advise you to change your PIN number as a precaution, but no further action should be necessary unless further advised by us.
