Jeddah, Saudi Gazette - Embarrassment, shock, disbelief, honesty or complaints. Nothing seems enough reason for banks to give their customers the quality of service they expect.

Can you imagine the embarrassment I felt as the card was declined? said Keith Barter, a Briton.

Banks inconsistent policies towards unfounded declines for purchases, double debits for a single transaction or losses suffered from swallowed or stolen ATM cards, are creating mistrust among citizens.

Barter used his credit card to pay goods from a supermarket, but the sales clerk rejected it.

He went to the nearest ATM machine and withdrew the amount proving that sufficient funds were available.

Barter went back to see the bank s customer service manager and asked him for an explanation for the rejection of his card.

Not satisfied with his explanation, I took my complaint to the store manager, said Barter.

Barter was offered a 10 percent discount on his purchases as a compensation - which he accepted.

When he called his bank in England, he was informed that the payment concerned was barred as a security measure. This was done due to a previous complaint about a questionable debit from his account.

About SR5,000 was debited from my account although I was certain that I didn t withdraw such an amount, said Barter.

While security checks on bank accounts have been put in place in other countries, banks in the Kingdom have not taken ample measures to protect their clients.

Hussain Rubai, a bank s customer services employee, said there are no systems in place to protect the customer against such losses in Saudi Arabia.

When we receive complaints, we cancel the ATM card immediately, said Rubai.

The customer is then issued a new card with a new PIN code.

He said the bank advises clients who lose their ATM cards to report the loss before anyone can make a transaction.

There is no compensation for money lost when an ATM machine malfunctions.

Pakistani businessman Khaled Reza  has lost money at a faulty ATM machine several times. His bank did not respond to his complaints.

Once Reza tried to withdraw SR100,  but the machine did not dispense money. He used another machine to get cash.

At the end of the month, SR100 was debited from my account twice on the same day, but the bank did not take any action to return the amount, said Reza.

Some receive unofficial discounts.

I was charged 50 halala for my purchase of clothes worth SR500, says Fatma Mahdi, a college student.

When he informed the cashier about the mistake, he was treated as the one in error.

As if it were my fault, said Mahdi. I guess honesty doesn t count anymore.

Sarah Hammad, was not so lucky.  I was charged SR300 for coffee and refreshments when the actual bill was only SR30, said Hammad.

Fortunate for Hammad, she had proof of purchase.

The coffee shop refunded the extra money I was charged for because I had the receipt with me, she said.

Since, she is more vigilant when using her credit card.

A card can be declined for a number of reasons according to

Ammar Mohammed, customer services manager at Saudi American Bank.

Insufficient funds, the card may be cancelled or the ATM machine may be too busy, said Mohammed.

The bank is not liable for customers being overcharged.

The customer may be able to get the money back from the place of purchase, says Mohammed.

Customers must  - at time of payment make sure that the amount entered is correct.

If there is a problem in the payment, it is the fault of the cashier, says Mohammed.

Most businesses pay special attention to card transactions.

Our employees are instructed to be very careful when charging customers on their debit or credit cards, said Hakeem, a store manager in Jeddah.

Whenever there are complaints from customers, the purchase is traced from transaction records. If there was a mistake on the shop s behalf, the money is returned to the customer in cash, said Hakeem.