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|After this case in DongA Bank, customers should be more vigilant when using ATM card|
According to the minutes of the latest working session, July 9 was the deadline that Doan Thi Ngoc Duyen, whose VND116 million ($5,110) was stolen from her account in DongA Bank, set for the bank to repay her.
However, yesterday (July 9), DongA Bank called Duyen to announce that the bank needed more time because the deadline was too close and the bank could only interview three of the five related account holders.
Duyen told Vnexpress.net that she has approved DongA Bank to take more time with the inspection and respond her via document. She will not accept any further calls from the bank.
“Losing money is the responsibility of the bank, so why do I have to wait? Why does not DongA Bank compensate me without delay?” asked Duyen.
Meanwhile, in the case of Nguyen Thi Phuong Thuy (District 12, Ho Chi Minh City), who had VND85 million ($3,750) withdrawn from her account through an ATM in the early morning of June 27, the bank promised to repay her by July 31 in case she had not disclosed her card information.
On DongA Bank's side, the bank’s representative told media that the bank has collaborated with the police agency to investigate and find out the reasons behind the case. The bank will guarantee the rights of the customers in case the fault is not caused by cardholders.
Earlier, at midnight on April 25, twelve Agribank accounts were hacked and all the money on them were stolen in the same way as in the case of DongA Bank. However, victims were reimbursed within three or four days.
The State Bank of Vietnam issued Circular No.30/2016/TT-NHNN dated October 14, 2016 amending and supplementing some circulars on payment services and intermediary services and the management and operation of ATM services.
According to the circular, in case the damage does not come from the mistakes of cardholders, the maximum period for checking or investigation is 45 days, and banks have to reimburse victims within five working days after announcing the conclusions of the inspection.
If they could not identify the reason or the mistakes of third parties, banks have to negotiate with cardholders on a solution and compensate clients while awaiting the final conclusion of the investigation agency.