However, the company's legal representative confirmed that he had never signed any documents requesting ACB to issue and pay checks for the company's account opened at ACB (Bui Dinh Tuy Transaction Office, Ho Chi Minh City). Accordingly, the company representative requested ACB to refund the money and work directly with ACB's competent authority.
On March 1, ACB issued Official Letter No. 839/CV-QTTNKH.24 to send an invitation to the company to attend a meeting with the competent authority - the representative of ACB's Head Office on March 5. ACB also informed the company that ACB had transferred an independent appraisal agency (third party) to conduct an appraisal of the seal, signature, and handwriting on documents related to the purchase and check payment transactions on February 27 at ACB (Hoang Dao Thuy Transaction Office, Hanoi ). However, on March 4, the company representative sent an email refusing to attend the meeting and requesting ACB to refund before March 6, 2024.
On March 5, ACB continued to issue Official Letter No. 874/CV-QTTNKH.24 to respond to the company's requests related to the incident. Accordingly, ACB specifically responded that the time limit for resolving customer complaints is 30 days from the date of receiving the first complaint in accordance with the terms and conditions of service use that the customer has agreed with ACB. Regarding the request for refund, before the conclusion of the independent appraisal agency and the competent authority, ACB does not have enough basis to consider the refund as requested.
On the same day, March 5, ACB received information that the company's account had received the money back from the check beneficiary. This was a transaction in which the beneficiary transferred money directly to the company's account from another bank, not made by ACB.
On March 11th, ACB sent a second invitation to the company to attend a meeting with authorized representatives from ACB Head Office on March 15th. The customer requested that ACB clarify the content of the meeting.
On March 12, ACB continued to send a third invitation letter to the company (date: March 15, 2024, location at ACB's headquarters) for ACB and the customer to discuss and clarify the contents related to the complaint.
ACB said that immediately after receiving the customer's complaint, the bank promptly reviewed and checked all records, internal procedures and employees related to the incident to have a basis to respond to the company's complaint in accordance with legal regulations.
ACB has invited the customer to its headquarters twice (as of March 11th) via invitation letters, emails, Zalo, and phone calls to resolve their rights, but the customer refused the first invitation and requested clarification on the content of the meeting with the second invitation letter.
ACB also reported the incident to the State Bank of Vietnam and forwarded the case file to investigative agencies in Hanoi, Da Nang , and Ho Chi Minh City because it found signs of legal violations.
ACB requests that while waiting for the results of the investigation agency, customers stop providing information without appraisal results.
ACB commits to always be transparent in information and fully fulfill its responsibility to support customers to protect their legitimate rights.
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