Reference our previous circulars No. BC/588 dated 24-9-1415, No. BC/353 dated 10-7-1415 and No. BC 214 dated 1-8-1414, regarding internal controls presently applied on ATMs and POSs and the procedures and problems connected therewith; and

In view of the increase of complaints by some people who insist that they are not receiving the money they ask for from ATM; and

In view of the importance of this matter in enhancing public confidence in the banking sector in general and the ATM and POS services in particular,

SAMA would like to emphasize the following:

1. Banks must conduct a daily inventory of all ATMs, whether inside or outside branch premises.

2. Banks must use SAMA's ATM Balancing Sheet (a copy attached) by those in charge of feeding the ATM, signed by the teller and approved by the section head or the cashier.

3. Cash surplus found in the ATM (resulting from the daily inventory and belonging to the clients who did not cash it for technical reasons) must be paid immediately to the client without his request. Claims among banks should be settled within one week from the date of the claim through CAPS.

4. Banks must settle such claims with their clients (debits or credits) within one week from the date of the claim. If the claim is rejected the bank has to explain the reasons.

5. If requested by SAMA, the bank has to submit the operation receipt, the journal tape and the daily inventory minutes in one week at the latest in order to settle these claims the soonest possible.

6. In addition to the daily inventory made by those in charge of ATMs, the internal auditors of the bank must conduct monthly surprise inventory of ATMs and keep a record which can be referred to, if needed.

7. The bank must periodically test and maintain ATMs and POSs to avoid reverse operations and any other technical problems which increase client and bank claims, in view of the negative effects on the services of ATMs and POSs.

8. The treasury and secret numbers of the ATM should be under dual control and the secret number is disclosed only by management approval.

9. The bank that issues the card must pay the amount of reverse claims caused by insufficient balance in the account of the card holder at the time of the claim without asking for the receipt of the purchase operation at POS, in order to settle the claims of merchants and banks together and enhance their faith in the POS service. The bank will then follow up with the card holder to recover its money.

10. One of the bank employees must be appointed as a liaison officer responsible for following up on ATM and POS cases. His name and phone number must be passed on to SAMA within one week.

Please be informed and comply as of this date. In case of a violation of any of these instructions the bank shall be responsible for consequences.