A JazzCash customer in Karachi encountered a frustrating issue on September 26, 2024, while attempting to purchase a Zong package. The customer claimed the package cost Rs 1,200, but while simply checking the details, their account was debited four times, deducting a total of Rs 4,800 without the use of any OTP or any code.
Upon contacting the JazzCash helpline, representatives confirmed that the amount was on hold and would be credited back soon. However, despite several hours of waiting, the amount was not refunded. Multiple follow-up calls to the helpline yielded no results.
Next day, the customer was informed that the refund process would take two business days. With the upcoming weekend, this meant a delay of four days. After sending an email to the JazzCash team, customer received a response stating:
“Referring to your concern regarding payment not received, it is to inform you that the transaction was canceled as per our system details, and the amount rolled back into your account.”
Despite this, the problem remained unresolved. Customer was issued four separate complaint IDs and was told to wait an additional three business days (excluding weekends and public holidays) for resolution.
The customer was frustrated with the process, saying that JazzCash didn’t file a formal complaint at first. After waiting two working days, customers have to call again, and then an official complaint is made, leading to another three-day wait.
According to the customer, he will now file a complaint with the State Bank of Pakistan through the complaint resolution app Sunwai. The customer further stated that although the amount is not significant, the way the company is troubling him must be happening to many other customers as well. The customer has called on authorities to investigate how many other users may have been affected by similar issues.
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