Proof of Life Certificate Rejected by Bank
Pension payments across Pakistan have come under tighter scrutiny in 2026. The Finance Division has made biometric verification and life certificate submission mandatory for pensioners paid through the Direct Credit System, and banks are now enforcing this rule strictly. As a result, many pensioners are being turned away at the counter when their certificate is rejected for reasons they don’t fully understand.
This guide explains why banks refuse proof of life certificates, what the actual government rule says, and the exact steps to take so your pension is not held up.
What Is a Proof of Life (Life Certificate) and Why Banks Ask for It
A life certificate, also called a Proof of Life certificate, is a declaration confirming that a pensioner is alive and eligible to keep receiving payments. Banks and the Accountant General Pakistan Revenues (AGPR) use it to prevent pensions from being paid into inactive, fraudulent, or deceased pensioners’ accounts.
Under the current system, pensioners receiving payment through the Direct Credit System must either:
- Complete biometric verification through NADRA every six months, or
- Submit a valid life certificate to the Accountant General or District Accounts Officer concerned.
The Legal Basis: Rule 35 of the Federal Government Receipt and Payment Rules, 2025
The requirement is not a bank policy; it comes directly from federal rules. According to a Finance Division letter sent to the Governor of the State Bank of Pakistan on August 22, 2026, Rule 35(1) of the Federal Government Receipt and Payment Rules, 2025 requires pensioners on the Direct Credit System to complete NADRA biometric verification every six months, carried out at a bank branch, a NADRA centre, or any government-designated facility.
Rule 35(2) is the part that affects you directly if your certificate gets rejected: it states that a pension disbursing authority cannot credit pension into a pensioner’s bank account if the required life certificate has not been submitted or biometric verification has not been completed as prescribed. This is why banks are now firm about rejecting incomplete or incorrectly formatted certificates instead of accepting them provisionally, as some used to do in the past.
The Finance Division has said the goal is to stop payments reaching fake or inactive accounts and ensure genuine pensioners are the ones receiving funds. The letter also proposed an app-based Proof of Life mechanism for pensioners going forward, though this has not yet been rolled out nationwide.
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Common Reasons Banks Refuse to Accept a Life Certificate
Before assuming the bank is being unreasonable, check whether one of these common issues applies to your case:
| Reason | What It Means |
|---|---|
| Biometric verification window missed | The six-month cycle (typically around March and September) has lapsed without you visiting a bank branch or NADRA centre |
| Expired CNIC | An expired CNIC blocks biometric matching entirely, even if your fingerprints are fine |
| Fingerprint not reading | Common with elderly pensioners or those who do manual labour; fingerprints can wear down over time |
| Wrong or outdated format | Life certificates must follow the prescribed AGPR format (CSR-25); handwritten or informal notes are often rejected |
| Joint or wrong account type | Pension accounts cannot be joint accounts, and some banks incorrectly ask for a dedicated account, which is not actually mandatory |
| Missing family pension declaration | For family pensioners, a non-marriage declaration is also required and its absence can cause rejection |
| Signature or details mismatch | Any mismatch between the certificate and the bank’s record of your specimen signature or CNIC details |
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What to Do If the Bank Still Refuses Your Life Certificate
If you’ve ruled out the issues above and the bank is still refusing to accept your certificate, follow these steps in order.
1. Ask the branch for the exact reason in writing
Under State Bank of Pakistan consumer protection rules, banks are required to explain why a submission was rejected. A verbal “not acceptable” is not enough; get the specific defect identified so you can fix it.
2. Get biometric verification done separately
If the certificate itself is the sticking point, biometric verification through NADRA can often resolve the matter directly, since it satisfies Rule 35(1) without needing a paper certificate at all. This can be done at a NADRA centre, a bank branch offering the facility, or any government-designated verification point.
3. Approach the Accountant General or District Accounts Officer directly
The life certificate does not have to be submitted only through your bank. You can submit it directly to the AGPR office or your District Accounts Officer, who can then coordinate with the bank on your behalf.
4. If your fingerprints genuinely won’t scan, request a Biometric Override
This is a recognised procedure for elderly pensioners or those with worn fingerprints, and it does not affect your pension eligibility. Ask specifically for this at the bank or NADRA centre; don’t accept a flat refusal without this option being considered.
5. File a formal complaint with the bank’s Complaint Management Unit (CMU)
Every bank in Pakistan is required by the State Bank of Pakistan to maintain a CMU for resolving exactly this kind of grievance. Submit your complaint in writing and keep a copy along with the bank’s acknowledgment.
6. Escalate to Banking Mohtasib Pakistan if unresolved after 45 days
If the bank’s CMU does not resolve your complaint within 45 days, or you’re unsatisfied with the outcome, you can escalate to Banking Mohtasib Pakistan (BMP), an independent statutory body. The service is free, requires no lawyer, and complaints can be filed online at bankingmohtasib.gov.pk.
7. Use the SBP Sunwai portal for general banking complaints
The State Bank of Pakistan also runs a dedicated online complaint platform, Sunwai (sunwai.sbp.org.pk), for general banking and Roshan Digital Account issues, as an additional route if your bank is unresponsive.
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Key Contacts for Escalation
- Banking Mohtasib Pakistan (BMP): bankingmohtasib.gov.pk, free complaint filing, no lawyer required
- SBP Sunwai Portal: sunwai.sbp.org.pk, for general banking complaints
- AGPR Helpline: UAN 051-111-002-477
- NADRA: for biometric verification issues and CNIC renewal
Frequently Asked Questions
Is a dedicated pension-only bank account mandatory?
No. A pension account cannot be a joint account, but a bank account used exclusively for pension transactions is not mandatory.
What if my fingerprints don’t match due to old age?
Request a Biometric Override at your bank or NADRA centre. This is a standard procedure and does not reduce your pension eligibility.
Can I submit my life certificate somewhere other than my bank?
Yes. You can submit it directly to the Accountant General or your District Accounts Officer instead of relying solely on the bank branch.
How long does a bank have to resolve my complaint before I can escalate?
45 days. If your complaint with the bank’s Complaint Management Unit is not resolved in that time, you can approach Banking Mohtasib Pakistan.
Is there a fee for filing a complaint with Banking Mohtasib Pakistan?
No. The service is completely free, and you do not need to hire a lawyer to file or pursue a complaint.
Is the app-based Proof of Life system available yet?
Not nationwide as of now. The Finance Division has proposed an app-based mechanism, but the current requirement remains biometric verification through NADRA or a paper life certificate submitted through the prescribed process.