Easypaisa, Pakistan’s leading mobile wallet service, has faced criticism for implementing seemingly unjustified charges on its users. One such charge is a Rs. 99 fee deducted from accounts that fail biometric verification with NADRA. Users have reported being charged multiple times for unsuccessful attempts to match their fingerprints, despite following the prescribed guidelines.
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When a user’s biometric verification fails, Easypaisa sends a notification stating, “Your fingerprints could not be matched against your CNIC from NADRA. Please ensure that you are scanning your own fingerprints with a clear background. You can also get your account biometrically verified by visiting your nearest retailer. Fee of Rs. 99 was deducted from your account.”
While Easypaisa has yet to provide a public explanation for this fee, its introduction has raised questions about its legality and transparency. Many users believe that charging for a failed biometric verification is unfair, especially when the process is often beyond their control.
In addition to the biometric verification fee, Easypaisa has also been criticized for its monthly SMS alert fee of Rs. 15. This fee contradicts the State Bank of Pakistan’s (SBP) directive, issued in January 2022, which mandates all banks and microfinance institutions to provide free SMS and email alerts for all digital transactions.
Despite the SBP’s clear instructions, Easypaisa continues to charge for SMS alerts, causing inconvenience to its users. Many users have reported delays in receiving notifications, making it difficult to track their transactions effectively.
To opt out of the SMS alert subscription, customers must contact Easypaisa’s customer service at 3737. This process has been widely criticized as unnecessarily complex, adding to the frustration experienced by users.
The introduction of these controversial fees has raised concerns about Easypaisa’s commitment to providing fair and transparent services to its customers. As a leading financial technology company, it is essential that Easypaisa aligns its practices with regulatory guidelines and prioritizes the needs of its users.
