Money Sent to Pakistan Has Not Arrived: How to Trace It and Where to Complain
Money sent from abroad has not reached your account? Use the reference number, then the PRI call centre and the Banking Mohtasib. See each step and time limit.
Short answer: Start with the company or bank that sent the money and get the transfer reference number. Then ask the receiving bank. If neither fixes it, call the State Bank's Pakistan Remittance Initiative call centre on +92-21-111-727-774, Monday to Friday, 9:00 am to 5:30 pm. After that, the Banking Mohtasib can hear remittance complaints.
Your brother in Riyadh says the money left on Monday. Your mother has checked her account every day since. The sender has a receipt. The bank has nothing. Everyone is polite, and nobody has the money.
We read the State Bank of Pakistan (SBP) pages on home remittance, consumer protection and its Sunwai complaint handling mechanism on 11 October 2026. We did not lodge a remittance complaint ourselves, so we describe the route and its time limits, not a result.
Get the reference number and the exact details first
Every complaint starts from three facts: the transfer reference number, the amount and the exact name and account or CNIC of the receiver. The sender holds the reference. Ask for a screenshot or a receipt before doing anything else.
Small mismatches can stall a credit: a name spelled differently, a wrong IBAN digit or a wallet number registered on another CNIC. We have no official figures on how often this happens, so treat the list below as a checklist, not a statistic.
| Detail to check | Where it comes from | Why it matters |
|---|---|---|
| Reference number | Sender's receipt or app | Lets any desk find the transfer |
| Amount and currency | Sender's receipt | Shows what should arrive and when it was sent |
| Receiver's full name | Receiver's CNIC | A mismatch can hold the credit |
| Account number or IBAN, or wallet number | Receiver's bank app or statement | One wrong digit sends it to the wrong place |
| Date and time sent | Sender's receipt | Needed for any complaint |
Ask the sending company, then the receiving bank
The sender asks the company that took the money for a status update. The receiver asks the bank, wallet or exchange company where the money should land. Ask each for a written answer with a date, a status and a named person.
- The sender contacts the sending company with the reference number.
- The receiver visits or calls the receiving bank, wallet or exchange company.
- Both ask one question: "What is the status of this reference number?"
- Write down the date, the name of the officer and the answer.
- Ask for a complaint number if the matter is not solved the same day.
The bank must acknowledge a complaint within 48 hours, per the SBP's consumer protection page. A minor complaint should get a final reply within 7 working days. In any case it must be disposed of within 15 days, and fraud cases within 30 days.
Do not accept "come tomorrow" without a complaint number. A number is what lets the next office find your case.
The PRI call centre takes remittance complaints
The SBP's Pakistan Remittance Initiative (PRI) runs a call centre for information, guidance and complaint resolution on home remittances. The helpline is +92-21-111-727-774, also written 111-SBP-PRI. It is open 9:00 am to 5:30 pm Pakistan time, Monday to Friday.
The PRI was launched in 2009 by the Ministry of Finance, the SBP and the Ministry of Overseas Pakistanis. Its stated job is to make remittances faster and cheaper and to promote formal channels.
Have the reference number, amount, date and the sending company name ready when you call. Ask for a complaint number and the name of the person who took the call.
The Banking Mohtasib hears remittance complaints after 45 days
The Sunwai page says that if a bank does not reply within 45 days, or you find its reply unsatisfactory, you may file a complaint with the Banking Mohtasib Pakistan. Its list of complaint types includes complaints relating to remittances to or from abroad.
The Banking Mohtasib is a statutory body. Its role is largely conciliatory, and where mediation fails it can recommend a basis for settlement. That route is slower than a phone call, but it is a formal one.
You can file through the SBP's Sunwai portal, which routes complaints to the right forum. We explain registration in the SBP Sunwai complaint portal, and the Mohtasib process in the Banking Mohtasib complaint guide.
The SBP says it does not step in on matters already before a court or a law enforcement agency. If you have filed a police case, tell the complaint desk.
Stay safe while you wait
Never share an OTP, PIN or app password with anyone who says they will "release" your remittance. Real banks do not ask for them. Scammers target families who are waiting on money from abroad.
Do not pay a "clearance fee", "tax fee" or "release charge" to a stranger. Remittances that arrive normally do not need one, and the sender's own company shows the status for free. Our guide to receiving money from abroad in Pakistan explains the free transfer rule and the four ways to receive.
If you suspect you were tricked, tell your bank immediately and see how to dispute an online fraud with your bank. For tax questions on large amounts, see remittances and FBR tax in Pakistan.
Common questions
How long should a remittance to Pakistan take to arrive?
It depends on the company and the receiving method. We could not find an official time limit, so ask the sender's company for its stated time.
Who do I complain to if my remittance has not arrived?
Complain to the sending company and the receiving bank first. Then call the PRI call centre on +92-21-111-727-774 and, if needed, go to the Banking Mohtasib.
What are the PRI call centre hours?
They are 9:00 am to 5:30 pm Pakistan time, Monday to Friday, per the SBP's home remittance page.
Can the Banking Mohtasib handle remittance complaints?
Yes. Complaints relating to remittances to or from abroad are on its list, per the SBP's Sunwai page.
How long must a bank take to answer a complaint?
It must acknowledge within 48 hours and give a final reply within 7 working days for minor matters, and 15 days at most. Fraud cases get 30 days.
Do I have to pay anything to get my remittance released?
No. Do not pay a stranger a release or clearance fee. Check the status with the sending company and your bank.
How we verified this
What we checked, where we read it, and what we could not confirm.
Last checked on Sunday 11 October 2026. We read the SBP's home remittance page, its consumer protection page and the Sunwai complaint handling page. We did not call the PRI call centre, so we cannot describe its response. The helpline hours are as printed by the SBP.
About the author
Global Affairs & Political Economy Writer
Muhammad Hatim is a book lover who started writing because he enjoys it. At Pakistan Era he writes about international relations, geopolitics and the global economy, with a particular interest in South Asia and the forces behind current events.
