Vietcombank is coordinating and instructing customers to report to investigative agencies to quickly verify the incident, track down criminals and focus on recovering assets for customers.

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When there are signs of fraud or unusual transactions, customers should immediately contact the bank for assistance.
Responding to VietNamNet on February 3, 2024, a representative of Vietcombank said that customer TTM (Tran Trung Manh - reporter) with a Facebook account named Alvin posted on his personal Facebook and several other groups about losing money via ATM card in the amount of VND 43,155,000. Vietcombank affirmed that this was an incident that happened beyond the wishes of the customer as well as the bank. Vietcombank's system always ensures safety, security, and fully meets international security standards and legal regulations. "Customer TTM contacted Vietcombank's 24/7 hotline when discovering the incident and Vietcombank received the information. Immediately upon receiving the customer's verification information, Vietcombank implemented emergency support measures based on the customer's confirmation of approval to limit losses for the customer, and at the same time made a request for verification of refund to the beneficiary and responded to the customer with the verification results in accordance with regulations," said a representative of Vietcombank. Vietcombank said that the bank has also urgently reviewed the transaction of TTM customers. The results show that the transaction the customer is reflecting is an online payment transaction made using a domestic debit card (Vietcombank Connect 24 or ATM card) at an online trading unit. When making an online payment transaction using a domestic debit card, the cardholder needs to enter valid information that is only provided to the customer and managed by the customer, including: Card information: Full card number, cardholder name, name of the card-issuing bank, card validity date and SMS OTP code to authenticate the transaction sent to the cardholder's phone number registered at Vietcombank. Vietcombank system recorded that the transaction of TTM customer had entered full card information and was authenticated by SMS OTP code successfully sent by Vietcombank to the TTM customer's phone number, so the payment transaction from the customer's card was successfully processed. Vietcombank representative affirmed that they are actively coordinating with TTM customers and instructing customers to report the incident to the investigation agencies to quickly verify the incident, track down criminals and focus on recovering assets for customers. Vietcombank will actively coordinate and provide full information to competent authorities in accordance with the provisions of law. In case the cause is determined not to be due to the customer's fault, Vietcombank affirms that the rights of customers at Vietcombank are completely protected. At the same time, Vietcombank believes that the incomplete information, causing misunderstandings about banking services spreading on social networks is extremely regrettable. Vietcombank will coordinate with customers and authorities to minimize the consequences of posting and sharing the above information. Vietcombank hopes that Vietcombank's efforts to protect the legitimate rights of customers will always be recognized and shared by customers. "Vietcombank really hopes that customers pay special attention to the bank's recommendations and warnings during the use of the service. When there are signs of fraud or unusual transactions, customers should immediately contact the bank for assistance. We are committed to our responsibility in providing safe and secure services to customers as well as always accompanying customers in all necessary situations for the legitimate interests of customers," said a representative of Vietcombank.
Previously, on Facebook Alvin Tran, Tran Trung Manh wrote: “At nearly 3pm on December 23, while sitting in a cafe with a friend, the VCB Digibank app on my phone reported that 43,155,000 VND had been deducted from my account. I immediately knew there was a problem, so I called Vietcombank to lock my account and check the transaction. The operator checked my account and found that it was only linked to a single MoMo account and suggested disconnecting it, locking the account and the old card, then instructed me to go to an ATM to make a transaction to prove that the card was not lost. I followed the instructions and planned to go to a Vietcombank transaction office to report it, but that day was Saturday, so the bank was closed. On Monday, I went to the Vietcombank transaction office and they said it was my fault and the bank was not responsible.”