Cashback Offered After Transfer Delays

Cashback Compensation Offered by Al Ansari Exchange for July Transfer Delays

One of the largest currency exchange and remittance service providers in the UAE, Al Ansari Exchange, offered up to 60 dirhams in cashback to its clients affected by the technical glitch on July 5, 2025, which led to delays in money transfers.

What Happened?

The disruption occurred during a busy weekend when many expatriate workers, having just received their salaries, sent money home to cover household expenses, education, rent, or medical costs. However, due to the technical error, transfers arrived several days late to the recipients. Although other services were not affected by the malfunction, the incident inconvenienced customers, particularly those counting on timely financial obligations.

Al Ansari's Reaction

The company had previously acknowledged the issue and apologized to those affected. In a subsequent announcement, Al Ansari confirmed that the glitch has been fully rectified, and the system has been strengthened to prevent similar occurrences in the future.

“We’ve conducted a thorough investigation and have implemented enhanced security measures to avert such technical disruptions. We are committed to business excellence, customer satisfaction, and the highest levels of reliability and data security,” the statement read.

Client Compensation

Customers who experienced delays in their transfers will now receive cashback ranging from 20 to 60 dirhams, which can be used during their next transaction. The exact amount was calculated based on transaction fees and the duration of the delay.

The company emphasized that this measure expresses appreciation for their patient and understanding clients.

Why is This Important?

Fast, reliable international money transfers are crucial for the UAE’s millions of expatriate workers who regularly remit part of their income back home. Such technical disruptions not only cause inconvenience but can also have serious consequences for recipients, especially when the funds are urgently needed.

Lessons Learned

For financial service providers, business continuity and technological security are crucial.

Transparency and swift response during crises can contribute to maintaining consumer trust.

Proactive compensation, such as automatic cashback returns, is considered good practice for customer retention.

Summary

Al Ansari Exchange’s quick response, open communication, and financial compensation provide a positive example of effectively managing an unexpected technical issue in the financial sector. The company's commitment to customer satisfaction could strengthen its position in the UAE market—especially in an environment where reliability and speed are fundamental expectations.

(Source: Al Ansari Exchange statement.)