Daily Times

KARACHI: Account holders of several commercial banks on Monday complained about online banking issues and malfunctioning of Automated Teller Machines (ATMs) at several bank branches.

Despite instructions by the State Bank of Pakistan (SBP) to all commercial banks to keep their online banking systems and ATMs in order during Ramazan and Eid holidays, many complaints have been reported. Claims by commercial banks that they would make special arrangements to ensure availability of currency through their ATMs across the country during Eid days have also proved hollow, as several ATMs are either not functioning or out of cash.

ATM problems are causing immense problems for customers who want to withdraw cash ahead of Eid, which is only a day away. Around 182,000 customers per day are expected to visit ATMs during Eid holidays, a senior executive of a commercial bank said. The SBP’s Consumer Facility Centres have also not been functioning properly. These centres ensure that the ATMs across the country work properly. In order to facilitate cardholders cash withdrawals through ATMs, banks were advised vide circulars.

Banks had been asked to ensure that ATMs are continuously replenished on regular intervals during Eid holidays. Necessary back-up arrangements will be made in order to address complaints, if any. Adequate staff will be deployed to address problems that may cause ATM malfunctioning or cash outage. Any breakdown or cash shortage incident during Eid holidays shall be reported to Payment Systems Department by a certain date.

Banks have been directed to take all necessary steps to ensure continued availability of this service, which would be monitored by the SBP inspection teams. According to SBP, complacency or lack of visible efforts in this regard on the part of banks will be dealt with under BCO 1962. Apart from denial of access at ATMs, consumers are said to be facing a variety of other technical faults.

Sometimes the ATM machine denies access despite been provided correct information, and sometimes it tells the customers that they have entered the wrong PIN code despite providing the correct one. Most cash withdrawal requests are denied late at night or during holidays. When high-ups of the relevant banks were approached they brushed aside such problems as technical fault. “I checked five ATMs and not a single one dispensed cash from my account,” said one customer on Zaibbunnisa Street, Tariq Road. Customers say this problem had been persisting for a while and if by chance an ATM was working there was usually a long line outside it. A local bank manager said they have put huge amounts in ATMs, but cash finishes due to huge withdrawals by account holders. “We are trying our best to keep machines full and facilitate the citizens.” People were seen trying multiple ATMs to get cash but many had to return empty handed because of its non-availability in the machines.