KARACHI, April 16, 2025 – The National Bank of Pakistan (NBP), the country’s largest state-owned bank, is grappling with intermittent service disruptions following a major four-day system upgrade aimed at modernizing its core banking infrastructure. Despite completing its scheduled system overhaul by the evening of April 15, many customers continued to face issues with digital banking platforms and ATM access well into Tuesday night.
NBP issued a public statement on Tuesday, acknowledging the glitches and assuring customers that dedicated technical teams are working around the clock to stabilize services. “Our teams are actively engaged in stabilizing all systems, and every effort is being made to restore services to full normalcy as swiftly as possible,” the bank stated.
The system upgrade, which required scheduled downtime, was initially set to conclude by 8:00 PM on Monday, April 15. NBP had obtained formal approval for downtime until 4:00 PM on April 14 to facilitate the implementation of the large-scale upgrade. However, while physical branches continued operations on April 14 and 15, customers relying on alternative delivery channels such as online banking, mobile applications, and ATMs encountered unexpected service delays and disruptions.
According to NBP’s press release, “Despite the scale of this transition, NBP branches remained operational and continued to serve customers effectively on both April 14 and 15. ATM services also remained technically operational throughout.” However, users reported ATM outages and login issues with digital banking portals well past the planned upgrade timeline.
The bank explained that the disruptions were partly expected due to the complexity of the transformation. “Some intermittent disruptions have been observed across alternative delivery channels. These are partly expected during a transformation of this magnitude and, in certain cases, are being managed to balance system load and ensure service continuity,” the statement read.
NBP’s move to upgrade its core banking systems marks a significant milestone in the institution’s broader digital transformation strategy. The aim is to modernize legacy systems, enhance scalability, improve service delivery, and increase operational efficiency across all customer touchpoints. However, the current hiccups are a reminder of the challenges associated with large-scale banking transitions, especially in markets with high dependency on traditional banking infrastructure.
Industry experts note that while such disruptions are not uncommon during major IT overhauls, the impact on customer experience can be considerable if not managed with clear communication and contingency planning. Customers expressed frustration on social media over failed transactions, lack of real-time updates, and difficulties accessing funds, particularly during a high-demand period following a long weekend.
NBP has not provided a specific timeline for full restoration but emphasized that technical teams are monitoring the system around the clock and addressing reported issues in real time. The bank has also urged customers to remain patient and has assured that all services will be back to normal shortly.
As Pakistan’s banking sector embraces digital modernization, NBP’s transition underscores both the promise and pitfalls of banking technology upgrades. The experience highlights the importance of robust disaster recovery plans, transparent communication, and scalable infrastructure to ensure seamless transitions in an increasingly digital financial ecosystem.