Bank of Punjab customers face digital banking disruption

Lahore: Customers of the Bank of Punjab (BoP) have reported problems accessing digital banking services over the past several days, leaving some unable to make timely payments and raising concerns about possible financial losses.

Customers have complained that the bank’s mobile application, including its existing app, BOP Digi, has been unavailable or difficult to access. Some have also reported problems with internet banking, debit cards and other digital payment services.

Umer Chaudhry, a communication expert, told Minute Mirror that he had been facing problems accessing the bank’s mobile application even before receiving a message about a planned service disruption.

He said the interruption had affected his ability to pay bills on time and could result in late payment charges.

On Saturday night, Chaudhry received a text message from the bank stating that all its digital channels, including Raast, Inter-Bank Funds Transfer (IBFT) and debit cards, would remain temporarily unavailable until 9am on October 12 due to technical maintenance.

The message also apologised for the inconvenience caused to customers.

However, customers have raised concerns about the lack of clear information regarding the problems they experienced before the announced maintenance period and the time needed to restore normal access.

Some customers have also reported difficulties contacting the bank’s helpline. According to complaints shared with Minute Mirror, calls often remained busy, while representatives were unable to provide clear answers about the cause of the disruption or when services would be fully restored.

The disruption has caused concern among customers who need access to their money for routine expenses, including utility bills, medical costs, medicines and household purchases. Business customers may also face difficulties if they cannot complete payments on time.

A Bank of Punjab representative at its Wahdat Road branch in Lahore told Minute Mirror that the bank regretted the weekend service disruption and was preparing to introduce its new digiBOP mobile application.

The representative shared a message from the bank stating: “Get ready to meet the new digiBOP Mobile App, Launching Soon!”

The message also said that service updates and instructions for accessing the new application would be shared through the bank’s official channels.

The representative said the bank’s ATMs and other services were functioning. However, customers have continued to seek clear information about access to digital banking and the steps required to resolve their individual problems.

Some customers have also complained that device verification on the new application failed to provide them with access to their accounts.

Customers have called on the bank to explain the technical problems, provide a clear timeline for the full restoration of digital services and establish an effective system for handling complaints.

They have also demanded alternative arrangements for customers who need to make urgent payments and a clear process for reviewing claims involving late payment charges or other financial losses directly caused by the disruption.

The complaints have raised questions about the technical preparation and testing of the new application and the arrangements made to help customers during the transition.

Customers have urged the bank to establish a dedicated complaint desk and ensure that users receive timely updates and practical assistance.

The Bank of Punjab has not provided a detailed explanation of the reported problems or a confirmed timeline for resolving all customer complaints in the information available to Minute Mirror.

Customers are awaiting a clear response from the bank as they seek uninterrupted access to their accounts and digital banking services.