- a) Calling at Call Center
- i. Call Center - Branch Inquiries 051-111-962-962
- ii. Call Center - JazzCash Inquiries 051-111-124-444
- b) Writing us an E-Mail at
- i. email@example.com
- ii. firstname.lastname@example.org
- c) Submitting written complaint at MMBL Branches/Booths
- d) Writing us at MMBL-HO to
- “Service Quality Department, Mobilink Microfinance Bank Ltd, 3-A/2, Kaghan Road, F-8 Markaz, Isb.”
- e) Visiting MMBL Official Website www.mobilinkbank.com and submit online complaint
- a) At Call Center Complaint Number & TAT (Turn-Around-Time) will be communicated to the complainant which will be treated as complaint acknowledgement.
- b) Every possible effort will be made by the branch staff to resolve and provide remedy to serve the customers upfront. On receiving written complaint, the Branch will send it to CMU for resolution. For record and reference purpose the event will be logged in complaint register.
- c) Complaints reported via E-mail, Online Form & by calling CMU landline are dealt by Service Quality Department at MMBL Head Office. Where instances are reported via E-mail
- i. Interim replies are made.
- ii. Transactional data/details are acquired from complainant (if required).
- iii. Performed action via final reply is made.
- d) CMU analyze/evaluate reported instances & route them to appropriate team for rectification.
Within 48 hours of receipt of the complaint.
After 10 working days in case the matter requires detailed scrutiny. These sorts of complaints may include issues relating to fraud, embezzlement of funds, repayment disputes, etc.
If you are not satisfied with the provided solution of your complaint, you may please reach out to State Bank of Pakistan on below mentioned contact details:
Consumer Protection Department - SBP
5th Floor, SBP Main Building, I. I. Chundrigar Road
UAN No. 021-111-727-273
Fax No. 021-99221160 & 99221154
Note: For ATM related claims, banks are required to follow relevant instructions issued by SBP from time to time. However, for international, POS transactions/disputes Turn Around Times (TATs) of the relevant vendor/entity will be followed.
Contact details of focal person for Politically Exposed Person Account Handling.
Head Service Quality
Contact Details: 051-2817070
Mailing Address: Service Quality Department
Mobilink Microfinance Bank Ltd.
3-A/2, Kaghan Road, F-8 Markaz, Islamabad