The Banking Mohtasib Pakistan has delivered a strong message about the rising number of bank fraud complaints in Pakistan. In 2024, the institution provided relief of nearly Rs. 1.65 billion to customers. This increase reflects growing concerns surrounding digital fraud, account blockages, and poor customer service.
Increasing Complaint Volumes
Banking Mohtasib Sirajuddin Aziz announced that since its inception in 2005, the institution has provided relief totaling nearly Rs. 8 billion. In 2024 alone, 7,193 complaints were filed through the Prime Minister’s Portal. The last 45 days of the year saw a sharp surge, with 3,283 new complaints arriving. These will now be addressed in 2025, pushing the pending complaint tally higher.
Digital Platforms Fuel Complaint Surge
One major reason behind the increase in complaints is the wider use of digital and electronic channels. The growing reliance on mobile apps and digital banking has made it easier for fraudsters to target customers. Many complaints revolved around fraud, phishing, and unauthorized account blocks. Mr. Aziz highlighted that poor banking services have further contributed to the dissatisfaction among customers.
Read:Â Banking Mohtasib Provides Rs. 1.65 Billion Relief to Customers
Spotlight on Fintech and Digital Banks
Mr. Aziz stated that newly launched digital banks are now within the jurisdiction of the Banking Mohtasib. As digital operations expand, there is a pressing need for staff trained in fintech technologies. He emphasized that hiring more skilled professionals is essential to efficiently deal with emerging digital fraud trends.
Regulatory Oversight and Legal Compliance
The 2024 annual report was officially submitted to the Governor of the State Bank of Pakistan on March 27, 2025, fulfilling all legal obligations. In conclusion The report draws attention to performance gaps within banks and urges the State Bank and stakeholders to take corrective action.
Lack of Effective Consumer Awareness
While banks have made efforts to raise fraud awareness through electronic and print media, Mr. Aziz said the results have been far from satisfactory. He stressed that these initiatives must be expanded collectively. Reaching rural areas is especially important, where digital literacy remains low.
A Call to Strengthen Protection Measures
Welcoming representatives from the electronic and print media, Mr. Aziz appreciated their role in highlighting public concerns. However he encouraged them to continue shedding light on the difficulties faced by ordinary citizens in the banking sector.
He concluded that safeguarding consumers from scams and ensuring the protection of their deposits should be a top priority. Strengthening awareness and banking practices will be crucial in the year ahead.
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