DoP Issues New SOP to Correct POSB Account Balance Errors: SB Order No. 15/2025

DoP Issues New SOP to Correct POSB Account Balance Errors: SB Order No. 15/2025

Department of Posts has issued SB Order No. 15/2025, as a Standard Operating Procedure (SOP) to resolve balance discrepancies in Post Office Savings Bank (POSB) accounts caused by non-migration of transactions during the pre-CBS period.

The SB order, dated 20 November 2025 and circulated to all Heads of Circles and Regions, aims to settle long-pending issues reported by customers across the country.

The Directorate acknowledged receiving multiple representations from circles about cases where transactions or entire accounts were not fully migrated from legacy software (Sanchay Post or Data Entry Tool) into the Finacle Core Banking System.

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These gaps resulted in mismatches between the balance printed in the customer’s passbook and the balance reflected in Finacle. Such discrepancies have been particularly observed in Post Office Savings Account (POSA), Public Provident Fund (PPF), and Sukanya Samriddhi Account (SSA).

Prior instructions on handling non-migrated accounts were already issued under SB Order 18/2023, SB Order 18A/2023, and the Office Memorandum dated 28.03.2024. However, the problem persisted because Finacle does not allow the posting of transactions belonging to the pre-migration period.

Earlier, corrections were permitted through the HIARM menu, but this option was discontinued in May 2024 due to accounting concerns under SB Order No. 03/2024, leading to further operational challenges for field staff.

To permanently resolve this, the Department has now approved a fresh SOP that enables circles to update balances that differ due to missed transactions during migration.

The procedure applies only to POSA, PPF, and SSA accounts where the customer wishes to continue the account. Cases where customers seek closure of these accounts will continue to be managed under the previously issued guidelines for non-migrated accounts and discontinued schemes.

The Department has requested postal circles to circulate the new SOP for immediate implementation to ensure smooth customer service and error-free reconciliation of balances.

The order has been issued with the approval of the Competent Authority and includes Annexure-I, detailing the complete operational process to be followed by the field units.

With this instruction, the Department of Posts aims to resolve one of the most frequent pain points faced by both customers and post office staff since the transition to the Finacle CBS platform.