Complaint Logging Process

Customer Complaints
via Multiple Channels

Branch Inquiries 051-111-962-962

JazzCash Inquiries 111-124-444

Complaint Number & TAT (Turn-Around-Time) is cascaded to the complainant on available credentials and treated as a complaint acknowledgement. Customer is informed about the resolution details through the same channel.

Customer can inquire the status of his/her submitted complaint from respective complaint lodgment channel.

For Bank Complaint: Complaints@mobilinkbank.com

For JazzCash Complaint: Complaints@jazzcash.com.pk

Complaints reported via E-mail, are received at the Complaint Management Unit (CMU) where:

Interim replies are made
Transactional data/details are acquired from complainant
CMU analyzes/evaluates reported instances & routes them to appropriate teams for resolution
Performed action is communicated with a final reply

Complaint Via Branches

Customers can lodge complaints directly at the branch through any of the following ways:

With the branch staff
Via the ATM hotline
Through the complaint drop box

Complaint Handling Process

Complaint Submission: Customers submit a written complaint at the branch.
Logging in CMS: Upon receipt, the branch staff logs the complaint in the Complaint Management System (CMS). System generated complaint tracking number is cascaded via SMS/Email.
Escalation: If the complaint cannot be resolved at the branch, it is routed in CMS to the concerned department for resolution.
Investigation & Resolution: The concerned department investigates and resolves the complaint within the specified Turn-Around-Time (TAT).
Status Inquiry: Customers can inquire about the status of their submitted complaint through the same channel they used for lodging the complaint or can contact on helpline 051-111-962-962.

*Customer Experience Department, Mobilink Microfinance Bank Ltd, 3-A/2, Kaghan Road, F-8 Markaz, Islamabad

Upon receipt of a written complaint at the Head office, it is routed to the Customer Experience team who then sends it on to the Complaints Management Unit for resolution
CMU analyzes/evaluates reported instances & routes them to appropriate teams for resolution
The concerned Department investigates and resolves the complaint within the specified Turn-Around-Time
CMU follows up with the concerned department till resolution and once resolved, reviews the resolution details and if the resolution is satisfactory, informs the customer about the resolution details through the same channel

Upon receipt of a complaint via Fax at the Head office MMBL Fax # 051-2817539, it is routed to the Customer Experience team who then sends it on to the Complaints Management Unit for resolution
CMU analyzes/evaluates reported instances & routes them to appropriate teams for resolution
The concerned Department investigates and resolves the complaint within the specified Turn-Around-Time
CMU follows up with the concerned department till resolution and once resolved, reviews the resolution details and if the resolution is satisfactory, informs the customer about the resolution details through the same channel

Complaints via the website are directly sent to the Complaint Management Unit for resolution
CMU analyzes/evaluates reported instances & routes them to appropriate teams for resolution
The concerned Department investigates and resolves the complaint within the specified Turn-Around-Time
CMU follows up with the concerned department till resolution and once resolved, reviews the resolution details and if the resolution is satisfactory, informs the customer about the resolution details through the same channel

Complaint Submission: Upon receipt of a written complaint, the Call Center staff logs it in the Complaint Management System (CMS) and immediately routes it to the concerned department for resolution.
Investigation & Resolution: The concerned department investigates and resolves the complaint within the specified Turn-Around Time (TAT).
Status Inquiry: Customers can inquire about the status of their submitted complaint through the same channel they used to lodge the complaint.

Register Complaints via SBP Sunwai Portal

Mobilink Bank customers can now lodge complaints related to JazzCash and Mobilink Bank services through the SBP Sunwai Portal:

Complaint Handling Process

Complaint Registration: Customers submit complaints on the Sunwai Portal.
Analysis & Routing: Customer Management Unit (CMU) reviews and logs the complaint in the bank’s Complaint Management System, then routes it to the relevant department for resolution.
Investigation & Resolution: The concerned department investigates and resolves the complaint within the specified Turn-Around-Time (TAT).
Follow-up & Closure: CMU monitors progress, reviews resolution details, and communicates the outcome to the customer via the Sunwai Portal. The final decision is also submitted on the portal.

All Complaints at Mobilink Bank are assessed fairly, honestly and promptly. They are investigated competently, diligently, transparently, impartially and Customer confidentiality is maintained throughout the process

FAQs

How to Use the SBP Sunwai Portal

The Sunwai Portal is an online platform provided by the State Bank of Pakistan (SBP) for lodging complaints related to banking services, including JazzCash and Mobilink Bank.

You can visit the portal directly at: https://sunwai.sbp.org.pk Or download the Sunwai App from Google Play Store or Apple App Store.

You can register complaints related to:

JazzCash services
Mobilink Bank products and services
Any banking-related issue under SBP’s jurisdiction

Yes, you need to sign up on the Sunwai Portal using your valid CNIC and contact details before submitting a complaint.

Ensure you include:

Your full name and CNIC
Contact details (mobile number, email)
Detailed description of the issue
Relevant transaction details or reference numbers

Step 1: Complaint is registered on the Sunwai Portal.
Step 2: Mobilink Bank’s Customer Management Unit (CMU) reviews and routes it to the concerned department.
Step 3: The department investigates and resolves the complaint within the specified TAT.
Step 4: CMU follows up and communicates the resolution through the same channel.

You can log in to the Sunwai Portal anytime to check the status of your complaint or contact our helpline:

MMBL: 051-111-962-962
JazzCash: 111-124-444

No, the service is completely free of charge.

Customers can lodge complaints directly at the branch through any of the following ways:

With the branch staff
Via the ATM hotline
Through the complaint drop box

Complaint Submission: Customers submit a written complaint at the branch.
Logging in CMS: Upon receipt, the branch staff logs the complaint in the Complaint Management System (CMS). System generated complaint tracking number is cascaded via SMS/Email.
Escalation: If the complaint cannot be resolved at the branch, it is routed in CMS to the concerned department for resolution.
Investigation & Resolution: The concerned department investigates and resolves the complaint within the specified Turn-Around-Time (TAT).
Status Inquiry: Customers can inquire about the status of their submitted complaint through the same channel they used for lodging the complaint or can contact on helpline 051-111-962-962.

Complaint Lodgment at Mobilink Bank

You can lodge a complaint through multiple channels:

Branches: Submit a written complaint to branch staff, via ATM hotline, or through the complaint drop box.
SBP Sunwai Portal: Register complaints online at https://sunwai.sbp.org.pk or via the Sunwai App.
WhatsApp on Dost App: Send your complaint through the Dost App WhatsApp feature.
Call Center:
- MMBL: 051-111-962-962
- JazzCash: 111-124-444
Website: Submit complaints directly through the Mobilink Bank website.
Head Office: Send written complaints to:
Customer Experience Department, Mobilink Microfinance Bank Ltd, 3-A/2, Kaghan Road, F-8 Markaz, Islamabad
Fax: Send complaints to 051-2817539.

The complaint is logged in the Complaint Management System (CMS).
If lodged at a branch, staff will try to resolve it immediately. If unresolved, it is routed to the Complaints Management Unit (CMU).
CMU analyse and forwards the complaint to the concerned department.
The department investigates and resolves the complaint within the specified Turn-Around-Time (TAT).
CMU monitors progress and communicates the resolution through the same channel.

Yes. A Complaint Number and TAT are shared with you on your available credentials via system generated SMS/email. This serves as your official acknowledgment.

You can inquire through the same channel you used for lodging the complaint or contact:

MMBL Helpline: 051-111-962-962
JazzCash Helpline: 111-124-444
You can also track complaints on the SBP Sunwai Portal if lodged there

Full Name and CNIC
Contact details (mobile number, email)
Detailed description of the issue
Transaction details or reference numbers (if applicable)

Immediate acknowledgment: Complaint number and TAT shared upon lodgement.
Resolution within 3 working days: For issues like non-delivery of account statement, account activation, internet banking, cheque book issuance, change of address, etc.
Resolution within 7 working days: For complaints of misbehaviour, system malfunction, repayment or settlement disputes, etc.
Closure: Within 7 working days if the complaint is minor.
Fraud-related cases: Final reply must be issued within 30 days of complaint lodgement.
Interim replies: After 10 working days if detailed scrutiny is required (e.g., fraud, embezzlement, repayment disputes). These complaints must be resolved within 15 days.

Dear Customer,
If you are not satisfied with the provided solution of your complaint, you may approach SBP via SBP Sunwai Portal using your complaint acknowledgment details.

No, all complaint channels are free of charge. However, for calling at helpline it will be charged as per Mobile Operator provided tariff.

All complaints are handled fairly, honestly, and promptly. Investigations are conducted competently, transparently, and impartially, and customer confidentiality is maintained throughout the process.

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