However, the company's legal representative asserted that they had never signed any documents requesting ACB to issue and disburse checks to the company's account at ACB (Bui Dinh Tuy Branch, Ho Chi Minh City). Therefore, the company representative requested ACB to reimburse the money and work directly with the relevant authorities at ACB.
On March 1st, ACB sent official letter No. 839/CV-QTTNKH.24 inviting the company to attend a meeting with authorized representatives from ACB's headquarters on March 5th. ACB also informed the company that it had sent an independent third-party expert to conduct an examination of the seals, signatures, and handwriting on the documents related to the purchase and payment of checks on February 27th at ACB (Hoang Dao Thuy Branch, Hanoi ). However, on March 4th, the company's representative sent an email refusing to attend the meeting and requesting a refund from ACB before March 6th, 2024.
On March 5th, ACB issued official letter No. 874/CV-QTTNKH.24 to respond to the company's requests regarding the case. Specifically, ACB stated that the deadline for resolving customer complaints is 30 days from the date of initial complaint receipt, in accordance with the terms and conditions of service agreed upon by the customer with ACB. Regarding the request for reimbursement, ACB stated that before receiving conclusions from independent appraisal agencies or relevant authorities, it does not have sufficient grounds to consider reimbursement as requested.
On the same day, March 5th, ACB received information that the company's account had received the money back from the check beneficiary. This transaction was initiated by the beneficiary directly transferring the money to the company's account from another bank, not 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 12th, ACB sent a third invitation to the company (scheduled for March 15th, 2024, at ACB's headquarters) for a meeting between ACB and the customer to discuss and clarify issues related to the complaint.
ACB stated that immediately after receiving the customer's complaint, the bank promptly reviewed and examined all internal records, procedures, and personnel involved in the case to provide a basis for responding to the company's complaint in accordance with the law.
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 customers refrain from disseminating information while awaiting the results of the investigation by the authorities, until the expert assessment is available.
ACB is committed to always maintaining transparency and fulfilling its responsibilities in supporting customers to protect their legitimate rights.
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![[Photo] Prime Minister Pham Minh Chinh attends the Conference summarizing and implementing tasks of the judicial sector.](/_next/image?url=https%3A%2F%2Fvphoto.vietnam.vn%2Fthumb%2F1200x675%2Fvietnam%2Fresource%2FIMAGE%2F2025%2F12%2F13%2F1765616082148_dsc-5565-jpg.webp&w=3840&q=75)
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