Refund if sufficient grounds
On the afternoon of April 26, Manulife Vietnam Company issued a press release regarding the "scandal" regarding the Tam An Dau Tu life insurance product between this company, SCB Bank and customers.
Hundreds of customers in Ho Chi Minh City have sent complaints about Tam An Dau Tu products of Manulife Company and SCB Bank to the Investigation Agency. (Photo: Dai Viet)
According to Manulife Vietnam, in the past, the company has applied a proactive and strict evaluation process to each customer complaint and in most cases, there was insufficient evidence to prove the content of the customer's complaint.
“ In a few cases where the company found evidence of misconduct during the consulting process, the company took strong disciplinary action against the individuals involved, including reporting to the authorities ,” Manulife said.
According to Manulife, the company sympathizes with the difficulties that SCB customers have experienced. Therefore, Manulife Vietnam will contact SCB customers participating in the Tam An Dau Tu insurance product who have submitted complaints (before April 30) to discuss and resolve the complaints.
Manulife representatives said that these discussions aimed to reach a fair solution for both parties, including contract cancellation and refund if there was a reasonable basis.
The result of the complaint settlement will be determined based on Manulife Vietnam's assessment, including factors such as: the completeness and legality of the insurance contract documents, the results of interviews and confrontations with relevant consultants and bank staff, the information provided by the customer in the complaint or during the discussion, and evidence or related factors that need to be considered.
“ Our goal is to complete conversations with customers and reach a resolution by around June 30, 2023. Customers who have been invited to discuss their complaints will receive an invitation from the company in the coming days ,” Manulife Vietnam informed.
Customer wants money back
In response to Manulife Vietnam’s information, Mr. Tran Tuoc Lan (living in District 6, Ho Chi Minh City) said that he is a customer who denounced Manulife’s Tam An Dau Tu product in association with SCB Bank. He requested Manulife to fulfill its commitment and return legitimate benefits to customers. Because, in fact, the customer did not buy life insurance. The customer wants to get his money back.
Many customers lost hundreds of millions of dong on Tam An Dau Tu products without knowing that this was life insurance. (Photo: Dai Viet)
Ms. My (living in District 6) shared that she is also the one who denounced the product Tam An Dau Tu. She has complained to Manulife many times and received 3 rejection letters from this company. Meanwhile, she has sent more than 10 lists of evidence to prove what she said.
“ I hope Manulife Vietnam will handle my complaint properly and receive a public apology ,” said Ms. My.
Ms. Huong (living in District 8) said that she bought the Tam An investment product and also complained to Manulife twice. Despite having full evidence, Manulife still did not pay and asked her to continue paying the fee or the contract would be canceled.
Previously, as reported by VTC News, hundreds of customers went to the Ho Chi Minh City Police Department to file complaints about the Tam An Dau Tu product of Manulife Vietnam and SCB Bank.
The whistleblowers said that they were all advised by Manulife and SCB Bank staff that the Tam An Dau Tu product was a new investment product with high interest rates. However, people later discovered that it was actually a life insurance contract. Many people invested hundreds of millions of dong in this product, some even “got stuck” with billions of dong.
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