A MESSAGE TO OUR CUSTOMERS

Dear Customer

Most of you will be aware of recent problems that have arisen when making purchases via the NETS point-of-sale system. Some of you may have experienced difficulties yourselves even though you had sufficient funds in your DBS or POSBank account, or discovered invalid deductions made from your account.

These problems have been caused by congestion on the computer system that processes all our NETS transactions. We have already taken immediate measures to resolve these problems.

We would like to assure customers that:

• Procedures have always been in place to automatically identify any "invalid debits" and to credit customers' accounts within three working days. If you experience this problem, you do not have to do anything. You need not go to the bank branch, NETS or retailers to report such "invalid debits".

• If you have any queries or concerns, or should you need the funds to be credited immediately (for instance, to maintain sufficient funds in your account for payments), you can call our telephone hotlines:

  
  - 788 1811 Mondays to Saturdays, 8.30am - 7.00pm
  
  OR
  
  - 339 6963 after office hours and Sundays.
  
  Alternatively, you can visit any of our branches.

• Customers affected will have an additional $1.00 credited to their account, which will cover any interest forgone. These adjustments will be reflected as "POS" for the credit adjustment, and "ADJ" for the $1.00 adjustment, in the customer's passbook or bank statement.

• Customers affected will also receive a letter from the Bank confirming the adjustments made.

• The NETS system has worked well for 14 years and continues to do so. More than 99.95% of all NETS transactions are completed without problems.

We sincerely apologise to our customers and retailers for the inconvenience caused. We seek your understanding in this matter, and will do our utmost to minimise further inconveniences.