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Nagad Combats Female Customer Harassment with Virtual Card Number Service

Nagad, the mobile financial service based in Bangladesh, has introduced an in-built virtual card number that allows its users to enjoy all services even after hiding their mobile numbers. The aim of this feature is to tackle harassment faced by female customers over the phone. Additionally, it will safeguard their privacy.

In Bangladesh, women have been facing harassment and/or falling victim to fraud over the phone as a result of their mobile numbers being leaked while they made any transaction at an MFS service point. To avoid this issue from escalating, Sadaf Roksana, co-founder and executive director of Nagad, came up with a virtual card number.

This feature works as a stand-in for an actual mobile account number. It prevents Nagad customers from being stalked. Additionally, it acts as another barrier to prevent fraud. As a result, women will be given greater protection and freedom in financial transactions.

Roksana said: “Nagad always prioritises customers’ full protection and their privacy when they make any transactions. Financial freedom always takes centre stage in every product and service design.

“From the very beginning of our journey, we have ensured that our female customers do not face any harassment while using Nagad. We have introduced an in-built virtual number as a substitute for their real number for financial transactions,” she noted.

Creating a diverse team

Roksana and Nagad have over 2,200 agents across the country to ensure women are supported in the best way possible. A large majority of these are women who once suffered hardships. Nagad helps give them the confidence they need to be self-reliant.

The MFS company has shaped the country’s financial market with innovations like electronic Know Your Customer (e-KYC). This has led to a simplified account opening process. Coupling this with easy and affordable services has taken financial inclusion to 52 per cent at a faster pace.


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