STANDARD OPERATING PROCEDURE TO UPDATE THE BALANCE IN POSB ACCOUNTS IN WHICH BALANCE DIFFERENCE OCCURRED DUE TO NON-MIGRATION OF TRANSACTIONS PERTAINING TO PRE-CBS MIGRATION PERIOD: SB ORDER NO.15/2025 DATED 20.11.2025
SB Order No.15/2025
No. CBS-25/96/2021-FS-DOP
Government of India
Ministry of Communications
Department of Posts
(Financial Services Division)
Dak Bhawan, New Delhi — 110001
Dated: 20.11.2025
To
All Head of Circles / Regions
Subject: Standard Operating Procedure to update the balance in POSB accounts in which balance difference occurred due to non-migration of transactions pertaining to pre-CBS migration period— Reg.
Madam / Sir,
This is regarding the Standard Operating Procedure (SOP) for settling discrepancies in accounts and certificates that were not migrated or partially migrated to the Finacle CBS.
2. This Directorate has received numerous references from various Circles, and complaints from customers, regarding issues stemming from the non-migration of accounts/certificates or individual transactions.
3. To address these concerns, the following guidelines have been already issued:
I.SB Order No. 18/2023 dated 13.09.2023: addresses the handling and payment of accounts/certificates not migrated to Finacle CBS.
- SB Order No. 18A/2023 dated 08.04.2024: addresses the handling and payment of accounts/certificates not migrated to Finacle CBS, specifically for discontinued schemes.
- OM No. CBS-25/82/2022-FS-DOP dated 28.03.2024: outlines the revised procedure for submitting proposals for relaxation of the back value date parameter for post migration period transactions.
4. Despite the above, the Circles have reported instances where passbook balance does not reconcile with Finacle balance. This discrepancy is attributed to missing transaction entries in the legacy application (Sanchay Post) or the data entry tool at the time of migration, particularly affecting Post Office Savings Account (POSA), Public Provident Fund (PPF), and Sukanya Samridhi Account (SSA).
5. While scheme-wise and account-wise balance agreements were intended prior to Finacle migration, differences often arose due to non-migration of one or more transactions. Finacle does not permit posting transactions pertaining to the pre-migration period. Previously, such cases were resolved by updating the balance (Principal + Interest) in Finacle through the HIARM menu. However, this method was discontinued vide SB Order No. 03/2024 dated 14.05.2024 due to identified accounting issues. This discontinuation led to further references from circles seeking alternative solutions.
6. After re-examination of the matter and taking into consideration the challenges faced by Circles as well as customers, a Standard Operating Procedure (SOP) has been developed to resolve account balance discrepancies resulting from non-migration of one or more transactions from legacy application (Sanchay Post) to Finacle CBS. The SOP is attached as Annexure-I.
7. It is specifically applicable only to POSA, PPF, and SSA accounts where the customer requests to continue the accounts. Discrepancies in other POSB scheme accounts as well as POSA, PPF and SSA, where customers want to close these accounts, are to be handled as per the procedures outlined in paragraph 3 above.
8. It is requested to circulate this to all concerned for information, guidance and necessary action.
9. This issues with the approval of the Competent Authority.
Yours faithfully,
(Devender Kumar Sharma)
Assistant Director (SB-II)
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