SBP starts helpline service for customers in wake of Covid-19

KARACHI: The State Bank of Pakistan has come up with helpline service for bank customers in case their queries or complaints not are responded by banks and also for public warning against fraudsters under the situation created by coronavirus (Covid-19).

The central bank is taking additional measures to facilitate bank customers faced with extraordinary challenges arising out of COVID-19 situation in the country and has also encouraged public to use digital payment services as much as possible to help banks provide their services with minimal staff to ensure their safety, the said SBP statement on Monday.

The SBP has taken notice of phone calls to banks’ customers by fraudsters seeking personal information and taking advantage of the current conditions. The following are the details of measures taken :

Availability of Helpline : To facilitate banking consumers, the SBP has advised all banks to ensure that their call centres and helplines are available 24/7 for instant customer support. Banking consumers are encouraged to approach banks through helplines for queries or lodging complaints. In case complainants do not get an appropriate response from banks, they may approach SBP helpline at 021-111-727-273, which will remain available during office hours.

To cater to the needs of the public for facilitation and guidance, the SBP has enhanced its helpline capacity by deploying more agents at its call center.

Implementation of safety measures : The general public is encouraged to take appropriate safety measures in the context of the coronavirus and use alternate delivery channels where possible.

The SBP recognises that the employees of banks and other financial institutions are providing services amid the difficult working conditions arising due to COVID-19.

For the protection of bank employees and customers, workplace safety and to meet the operational challenges in serving the bank customers, banks have been advised to implement guidelines issued by the World Health Organisation, the federal and provincial governments in letter and spirit.

Nevertheless, bank employees and customers still facing difficulties or having concerns over arrangements may bring this to the notice of SBP. For this purpose, queries, concerns, complaints may be e-mailed to SBP at [email protected].

The SBP has time and again advised the general public through various channels of communication not to disclose or share any personal information about their bank accounts or credit and debit cards including CNIC number, debit or credit card number, passwords, PINs and one-time password etc on incoming phone calls or messages.

It has been brought to the notice of SBP that fraudsters, imitating as officials of SBP, bank or any other government agency, have been attempting to seek personal information from the public on the pretext of verification of account due to emergency conditions under COVID-19 pandemic.

It is reiterated that SBP, banks or any other agency are not collecting information from banking customers regarding their bank accounts or cards. The SBP never asks for any personal information directly from bank customers. The general public is, therefore, advised again not to disclose personal information on incoming calls. Details of any such call or message received by the public may also be reported to SBP Helpline at 021-111-727-273 or emailed at [email protected]