SadaPay, a Pakistani fintech firm, acknowledged a system issue that led to incorrect deductions and negative balances in some customer accounts, apologising for the disruption and assuring users that all affected balances would be restored within 48 hours.
“Our users have reported seeing incorrect deductions and negative balances in their accounts. That’s on us - and we’re sorry,” said SadaPay in a message to customers.
The fintech said the issue stemmed from a “temporary problem with one of our technology partners,” which caused erroneous transactions to appear in user accounts. “We caught it, we’re on it, and we’ve already reached out to everyone affected,” the company said, adding that customers’ funds remain secure.
“Rest assured, your money is safe.
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“Reversing transactions across banks and our partner systems takes a little time, but our team is fully focused on restoring every affected balance back to normal within 48 hours max,” read the notice.
SadaPay (Private) Limited is a private limited company in Pakistan that provides financial services, including a Mastercard debit card and a digital wallet.
The development comes after a wave of complaints surfaced on social media, with users reporting unexplained negative balances and delays in customer support responses.
One user shared that their account balance unexpectedly fell into the negative despite no unusual activity, while another alleged receiving warnings via messaging platforms regarding account settlement.
Others criticised the lack of a timely response from customer support and the inability to deactivate accounts immediately without assistance.
Addressing concerns, industry professionals urged caution against panic, noting that SadaPay operates under the regulatory framework of the State Bank of Pakistan.
Hassaan Syed, lead data engineer at S&P and a former employee of SadaPay, said such operational disruptions do not imply fraud and are typically resolved once underlying issues are fixed.
“SadaPay is a regulated entity under the State Bank of Pakistan. The current operational hiccup isn’t a scam,” said Syed in a post.
“I have no idea when their team will have this sorted, but as with any regulated financial platform, the systems are built to ensure your money stays where it belongs.
“Once the external issue is resolved, we’ll likely see a return to normal service,” he added.
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