You insert your card, enter your PIN and wait. The machine gives you nothing, but your account balance drops. For some Easypaisa customers, that is the problem behind a growing round of complaints.

Reportedly, users of the Easypaisa ATM/debit card have raised several issues in recent days. They are asking for better service and a clearer way to get their problems fixed, reports from Islamabad say.

What Customers Are Reporting

The most serious complaint is money deducted from an account when the ATM did not dispense cash. For a customer who relies on a small balance, even a short delay in getting it back can cause real trouble.

Users have also reported problems with:

• Card activation
• Card delivery
• Reaching customer support

Some customers said filing a complaint over an ATM transaction dispute is itself difficult. That makes a bad experience worse. A user who cannot easily report a failed withdrawal has little chance of getting a quick fix.

Easypaisa’s Complaint Channels

Easypaisa has pointed to the ways customers can file complaints. These include a helpline, email and in-app support.

According to the company, a customer receives a complaint number after filing, along with the expected time to resolve it. That gives users a reference to track their case.

The reports do not say how many complaints have been received. They also do not say how long resolutions currently take or whether the complaint channels have been working for the affected customers. Those answers would show whether the gap is in the system or in how well people can reach it.

What SBP Rules Say

Under State Bank of Pakistan (SBP) rules, banks and related financial institutions must maintain a proper system to resolve customer complaints effectively.

Customers also have the option of going to the regulator over ATM-related complaints. In practice, this means a user who is not satisfied with the company’s response does not have to stop there. The consumer app, Sunwai, is specifically designed for banking complaints.

What Users Are Asking For

The demands are specific:

• Quick resolution of ATM card disputes
• Automatic return of money after a failed transaction
• Simpler card activation
• Easier, more effective customer support

The aim, users say, is to avoid financial loss and needless delay.

Why Automatic Refunds Matter

The call for automatic refunds is the most important demand. Right now, a customer whose withdrawal fails must usually notice the deduction, find a way to complain and then wait.

That puts the burden on the person who lost the money. An automatic reversal would shift it to the system, which already has the record that the cash was not dispensed. Whether Easypaisa’s current process already works this way is not stated in the reports.

This matters more in Pakistan because Easypaisa serves many people who use mobile wallets as their main financial account. For them, a debit card is not a convenience. It is how they reach their own cash.