KARACHI: Complaints related to online banking have witnessed a notable surge in Pakistan over the past few years, according to the Annual Report 2024 issued by the Banking Mohtasib of Pakistan.
The report highlights that grievances associated with digital and internet banking services, including IBFT, mobile apps, and e-commerce transactions, have reached record highs as technology continues to reshape the financial landscape.
The data reveals that complaints in this category rose from 2,574 in 2022 to 4,037 in 2023 and further climbed to 4,535 in 2024, making it the highest reported category of banking issues in the country. The increasing number of users shifting towards online and digital platforms has exposed vulnerabilities in system efficiency, security, and customer service responsiveness.
Fraud-related cases also saw a sharp increase, with complaints rising from 1,323 in 2022 to 4,171 in 2024, underscoring growing concerns about cybersecurity and customer protection in the banking sector.
Similarly, issues related to account blockages, service inefficiencies, and ATM malfunctions continued to affect customers across different banks.
While the total number of complaints registered in 2024 stood at 30,602—an increase compared to 28,830 in 2023—the data shows that digital transformation has come with challenges that demand stronger oversight and improved grievance redress mechanisms.
The Banking Mohtasib emphasized that banks must enhance transparency, strengthen fraud prevention systems, and ensure timely resolution of complaints to maintain customer trust in the evolving digital banking ecosystem.
As Pakistan continues to move toward a cashless economy, ensuring reliable and secure online banking services remains a top priority for both regulators and financial institutions.
