PENSIONERS have been facing multiple problems owing to the deplorable state of affairs at the Cantt Branch in Lahore of the National Bank of Pakistan (NBP), which primarily serves a large number of retired civil and military pensioners.

The branch presents a chaotic and undignified environment, resembling a crowded marketplace rather than a financial institution. The situation becomes particularly distressing during the first week of each month when pension dis-bursement is underway.

Elderly pensioners are forced to endure long hours in overcrowded conditions with no proper seating arrangements or facilitation. There is a glaring absence of any dedicated help desk or staff to guide customers, resulting in confusion and unnecessary hardship. The plight of women pensioners is even more concerning. With no separate counters or arrangements, they are left to navigate the same congested spaces.

A particularly harsh requirement is the mandatory physical submission of life certificates by pensioners twice a year. While all concerns related to fraudulent withdrawals in the name of deceased pensioners is understandable, compelling elderly individuals to appear in person reflects a lack of empathy and adminis-trative innovation.

As a 79-year-old cancer survivor confined to a wheelchair, I can personally attest to the immense difficulty and indignity this entails. The use of digital verification systems, including biometric and facial recognition technologies, can provide a more humane and efficient solution. Similarly, mobile or home-based veri-fication services for senior citizens could be explored.

Moreover, the bank’s digital services leave much to be desired. My own mobile banking application has remained non-functional for the last six months despite repeated visits to the branch and escalation to higher authorities. The NBP senior management should take immediate steps to address these issues.

M. Shaban Uppal
Lahore

Published in Dawn, July 1st, 2026