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Easypaisa complaints: official support and escalation

Short answer For Easypaisa complaints, use the official contact page, in-app support or the bank’s published helplines. Telenor network users can call 3737; other network users can call (021 / 042 / 051) 111-003-737. Easypaisa Digital Bank’s Fair Treatment of Customers document lists complaints@easypaisa.com.pk for complaints.

At a glance

Choose the channel for your complaint

Channel Official contact What to keep
Telephone 3737 for Telenor; (021 / 042 / 051) 111-003-737 for other networks Call date and any complaint reference supplied
Email complaints@easypaisa.com.pk The sent message and reply
In-app support Easypaisa app The support conversation and reference
Website Official contact page and complaint form linked by Easypaisa Any acknowledgement or reference returned
Written complaint Manager, Customer Service & Quality Assurance, Easypaisa Digital Bank Ltd., Building No A-14, Trade Center, K.C.H.S. Block 7/8, Karachi Union, Karachi A copy of the letter and delivery record

Source: Easypaisa Fair Treatment of Customers PDF ↗ · official contact page ↗ · checked 2026-10-10

The complaint PDF also lists a separate retailer helpline, 345 545. That is a retailer route, rather than a replacement for the consumer contacts above.

Prepare a clear transaction record

For a failed transfer, cash-in issue or disputed debit, assemble the transaction date, amount, reference number and the status shown in your account. Explain the result you expected and what actually happened. If a payment was meant for another recipient, identify the transaction without circulating that person’s private documents.

Keep copies of receipts and the bank’s replies. A screenshot is useful supporting evidence, but it does not by itself prove that money reached the receiving account. Check the transaction record in the app and the relevant account balance.

Use the provider’s form for any identity fields it requests. Do not post a CNIC, account statement or full transaction record in a public comment thread.

Steps

  1. Contact Easypaisa — choose an official channel above and describe the issue, transaction and requested resolution.
  2. Keep the reference — save the acknowledgement and complaint number if one is supplied.
  3. Record the response — retain the explanation, promised action and any further documents requested through the official channel.
  4. Escalate an unresolved issue — Easypaisa’s Fair Treatment document says a customer dissatisfied with its resolution may lodge a complaint with the State Bank of Pakistan. Use the Sunwai portal ↗ linked from Easypaisa’s contact page, and follow its complaint-routing instructions.

This is a contact and evidence checklist. It does not promise that a disputed transaction will be reversed or that every complaint is eligible for the same escalation route.

Two different emails appear in Easypaisa’s documents

The contact page still contains a form-response message mentioning complaints@telenorbank.pk if a query receives no response within two working days. The Fair Treatment document issued under the Easypaisa Digital Bank name instead lists complaints@easypaisa.com.pk.

We use the latter as the complaint email in this reference and show both source contexts so readers can recognise the difference. The contact page’s two-working-day wording refers to following up a query. It is not presented here as a guaranteed resolution deadline for every complaint.

If you already have a case open, retain the reference and the correspondence from the channel handling it. Verify an unexpected request using the app or the bank’s own contact page before replying.

SBP escalation

Easypaisa’s Fair Treatment document identifies SBP’s Banking Conduct and Consumer Protection Department, gives cpd.helpdesk@sbp.org.pk and links Sunwai. Its contact page also links the portal. The Sunwai page read for this guide presents registration and complaint-lodging help.

Choose the complaint type and institution requested by the portal. Keep your original complaint record available. Do not assume that sending a new message to a different authority automatically closes the first case or guarantees a refund.

Warning Keep your PIN, password and OTP private. Navigate to official support yourself instead of trusting a telephone number or refund link in an unsolicited message. Do not send credentials to anyone claiming they need them to release a refund.

Questions

What number should I call for an Easypaisa complaint?

The contact page lists 3737 for Telenor network users and (021 / 042 / 051) 111-003-737 for all-network access.

Which email does Easypaisa Digital Bank publish for complaints?

Its Fair Treatment of Customers PDF lists complaints@easypaisa.com.pk. The website also retains a legacy Telenor Bank address in a form-response message, as explained above.

Is there a guaranteed two-day resolution?

The contact page’s wording concerns following up an unanswered query. The sources read for this guide do not establish a two-working-day resolution promise for every complaint.

Where can I escalate if I am dissatisfied?

Easypaisa’s document directs dissatisfied customers to SBP and provides the Sunwai portal. Follow the portal’s instructions for your case.

Related

Sources