UBL Reviews 10

“My experience with UBL was mixed. The bank is generally reliable and has a strong network of branches and ATMs, which is helpful. However, there are some areas that need improvement.
Sometimes the customer service feels slow, especially when dealing with complaints or account issues. Waiting times at branches can also be long, which makes the experience frustrating.
Online banking is useful, but at times it can be slow or difficult to navigate, especially for simple tasks like transfers or balance checks.
💡 What could be improved:
UBL should focus more on faster customer support, reducing branch waiting times, and making the mobile app and online banking more user-friendly and stable. Better communication with customers during issues would also improve trust.
Overall, it’s a solid bank, but customer experience can definitely be improved.”

UBL Bank - 1/5 Stars: Completely

I have been a customer of UBL Bank and receive weekly payments from my employer, for my work as a Graphic Designer. My recent experience with your bank has been absolutely appalling.

The Issue:

On March 30, 2026, my client sent me a payment transfer. For no clear reason, your bank cancelled this transfer on April 1st. When my client asked for an explanation, they were vaguely told there was an “IBAN issue”—but no specific details were provided about what the actual problem was.

The Real Problem - Your Customer Support:

I have contacted UBL Bank multiple times seeking clarification, and here’s what I received: absolutely nothing. No explanation. No investigation. No acknowledgment of the issue. Just silence and bureaucratic runaround.

This is unacceptable because:

I had successfully received two payments from the same client before, with no issues

Your bank provided no clear reason for the cancellation

Your staff cannot or will not explain whether the error was on YOUR side or the client’s side

There was zero proactive communication from the bank

When customers reach out for help, you offer no solutions

The Impact:

Your incompetence forced my client to resend the payment, creating unnecessary delays and confusion. I still don’t know if the problem will happen again, because your bank refuses to properly investigate or communicate.

My Recommendation:

If you value your customers, you need to:

1. Train your customer support team to actually investigate issues and provide real answers

2. Communicate clearly with customers instead of vague excuses

3. Take responsibility when your systems fail

4. Stop wasting customers’ time with unhelpful responses

UBL Bank’s customer support is completely inadequate. They have no accountability, no transparency, and no genuine desire to help. I would not recommend this bank to anyone, and I am actively exploring other banking options.

Do better.

I had one of the worst banking experiences with UBL. For over one month, I kept facing issues with my account, and despite contacting their branch, help center, and email support, I was given different responses every time with no clear solution.

I was continuously asked to wait, but no one took responsibility. This delay caused serious disruption to my work, as I rely on my account for freelance payments. Because of this, I lost work opportunities and faced financial impact.

What is even more disappointing is that after making me wait for an entire month, instead of resolving my issue, I received an email stating that my account has been closed without any proper explanation.

Is this the level of customer support? A customer keeps following up for a month, and in return gets no solution—only account closure.

This experience has completely damaged my trust in UBL. I would not recommend this bank to anyone who depends on reliable financial services.

I had a very frustrating and unprofessional experience at UBL Shehbaz Commercial Branch during Ramadan.
I visited the branch to deposit my child’s school fee through a challan. The security guard allowed me to enter the branch without informing me that the counter closing time was near. After withdrawing cash from the ATM inside the branch, I went straight to the counter which, as usual, was almost empty.
Instead of assisting me, the first question the counter staff asked was “How did you enter the branch?” which clearly shows a complete lack of coordination between their own security staff and employees.
During the verification process, I provided my original CNIC as required. However, the staff insisted that I must bring a photocopy as well. When I politely requested them to make a copy and even offered to pay for it, they refused and pointed towards a small A4 notice placed somewhere in a corner of the branch stating that customers must bring their own photocopies.
Without showing any willingness to help, the staff simply returned my voucher along with the cash and abruptly closed the counter, telling me to come again the next day because the time had ended.
What made this even worse is that before visiting the counter I tried calling the branch helpline, but no one bothered to respond.
This incident reflects extremely poor customer service, lack of professionalism, and zero respect for customers’ time. If the security guard had properly informed me or if the staff had shown even basic cooperation, this situation could have easily been avoided.
Very disappointing experience.

I had a terrible experience with UBL after their amalgamation with Silk Bank. I was using my Ready line account with Silk Bank since last 10 plus years without any issue. Now after merger of both banks, first thing happened without any guidance or notification was how to login to my account, after so many calls, I finally got the way to login, for which I had to visit the branch twice. First for re-activating my account which was working fine since last 10 years, and then to register the device (why not telling people to do it simultaneously). I was regularly paying back without any delay, but today all of a sudden, when I was in sheer need of cash, I found with great dismay that my balance is not sufficient. From Helpline, it was revealed that my account has been expired, which was shocking, as I never heard of expired accounts, and it was without any prior notification. How come they can do it to their clients. HBL is the best bank ever I found on the earth and can be compared with any International bank. I hope this first impression will not be the last impression as the time passes away.

Extremely disappointed with UBL Digital I faced a transaction issue on 28 July 2025, contacted UBL helpline, and was misled by two different representatives who assured refund. Later, the bank completely ignored their promise to investigate call recordings and closed my complaint in a few hours without proper investigation. Serious security risk: payment was processed without entering OTP. Due to this experience, I’m closing my account next week. Highly disappointed. I’ve escalated this to State Bank and SECP for fair resolution.

This bank is not suitable for overseas Pakistanis. once they have your money too many obstacles to use your own money. You wonder is it your money or theirs? Too much Bureaucracy all in favour of the bank No consideration for the customer. This bank is not suitable for needs of New Generation British Pakistanis . The remote branches such as Jabbar Gujar Khan definitely need to be closed down. Glad to see Al habib . Need more competition!!!

Easy way to get services from UBL

I sent money through Western Union and UBL was a middle bank but they hold my money and neither sending to receiver account in Pakistan nor refunding me. Very possible service and even non responsive attitude.