Citizen Files Harassment Complaint Against HBL Punjab University Branch Staff with State Bank of Pakistan
Citizen Files Harassment Complaint Against HBL Punjab University Branch Staff with State Bank of Pakistan
KARACHI: A formal complaint has been lodged with the Consumer Protection Department of the State Bank of Pakistan (SBP) against staff members of Habib Bank Limited's (HBL) Punjab University Branch for alleged harassment and misconduct toward a female customer.
According to the complaint filed with SBP's Head Office in Karachi, the incident occurred on June 3, 2025, when a female customer visited the HBL Punjab University Branch to inquire about her ATM card status. The complainant alleges that instead of receiving assistance, the customer was subjected to inappropriate behavior by Branch Manager Mr. Umar and staff member Mr. Shehzad.
The complaint outlines several serious allegations against the bank staff:
The accused employees allegedly used abusive and derogatory language toward the female customer, making what the complainant describes as "extremely false and vulgar allegations." The staff members are accused of recording videos of the customer without her consent after provoking her, with alleged threats to misuse the footage for blackmail purposes.
The complaint further states that the customer was publicly harassed and humiliated rather than having her legitimate banking concerns addressed.
Furthermore, they pressurise the other customers who were witnesses of this incident to leave the premises.
According to the document, four bank personnel were involved in the harassment, and they allegedly suppressed a witness who reportedly declared the bank staff's behavior unacceptable while maintaining the customer's innocence.
**Legal and Regulatory Violations Cited**
The complainant argues that such conduct constitutes a clear violation of the State Bank of Pakistan's Consumer Protection Regulations, established banking ethics, and basic human decency standards. The complaint emphasizes that the alleged behavior reflects poorly on HBL's customer service standards and creates a hostile environment, particularly for female customers.
The complainant has requested that the State Bank of Pakistan take several specific actions:
An immediate investigation into the matter is being sought, along with strict disciplinary action against the accused employees. The complaint demands that HBL provide a formal apology and compensation to the affected female customer for mental distress caused by the incident.
Additionally, the complainant is calling for HBL to implement comprehensive staff training programs focusing on professional conduct, gender sensitivity, and consumer rights awareness.
The complaint concludes with an appeal to SBP to take swift action to uphold banking standards and protect customers from similar misconduct in the future. The complainant has expressed expectations for a prompt response from the regulatory authority.
This incident highlights ongoing concerns about customer service standards in Pakistan's banking sector and the particular vulnerabilities faced by female customers in banking environments. The State Bank of Pakistan has not yet issued a public response to the complaint.
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