What SAMA Requires Banks to Tell You
Under SAMA's Consumer Protection Principles, banks must:
- Provide clear, Arabic-language disclosure of all fees, rates, and terms before you sign
• Show the total cost of paying only the minimum payment on every statement
• Give you at least 25 days grace period from statement date to payment due date
• Notify you of any changes to terms at least 30 days before they take effect
• Provide a free annual credit report through SIMAH
• Allow you to close your card at any time without penalty (as long as the balance is paid)
If a bank violates any of these, you can file a complaint directly with SAMA.
How to Dispute a Charge or File a Complaint
Step 1: Contact your bank first. Call the customer service number on the back of your card. Document the date, time, and reference number of your call. Banks have 10 business days to respond.
Step 2: If unresolved, escalate to SAMA. File a complaint through SAMA's website (samacares.sa) or call 800-125-6666. You'll need your national ID, bank details, and a description of the issue.
Step 3: For fraud, act immediately. Call your bank to freeze the card, then file a police report. Banks must reverse unauthorized transactions if you report within 30 days.
Common disputes: Unauthorized charges, double charges, charges in wrong amounts, subscriptions you canceled, merchant refunds not processed. Keep receipts and screenshots as evidence.
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