Terms and conditions of e-banking services

Article 1. Scope of use
The following terms of use regulate the rights and obligations of individual customers and Vietnam International Bank (VIB) in the scope of using My Online bank service offered by VIB

Article 2. Definitions
Definitions in the Terms of Service are interpreted as follows,
2.1. "The Bank" or "bank" or "VIB": Vietnam International Commercial Joint Stock Bank.

2.2. "Terms and Conditions": the terms and conditions of this Agreement and all amendments and additions which VIB has notified to the Customer via email or SMS and is updated on VIB website www.vib.com.vn.

2.3. "The Customer" or "Customers": an individual who applies for VIB's e-banking services and is approved by VIB to provide services.

2.4. "Business Unit" or "Branch Network": Headquarters, Business Center, Branch, Transaction Office, Savings Fund and other units having business functions throughout the VIB system.

2.5. "E-banking services" or "EBanking services": My Online bank, Mobile BankPlus and Mobile Application services provided by the Bank which allow the Customer to establish and conduct online transactions with VIB and be permitted by VIB, via a web browser or as a mobile banking application provided by VIB.

2.6. "My Online bank": an online banking browser available on the bank's website at https://www.ib.vib.com.vn.

2.7. "Mobile Banking Application" or "MyVIB" or "Mobile Application": an application installed on smartphones running iOS 6.0 and Android 2.3, Windows Phone 8.0 or later and the Apple Watch smart watch (requires connection to the smart watch and an iPhone with OS 8.2 or later).

2.8. "Mobile Bankplus": a value-added service co-offered by Viettel Telecom Company and VIB, allowing the Customer as a Viettel mobile subscriber to use the registered personal phone to transfer money, top up, and pay bills according to the instructions on the application.

2.9. "Account": a transaction account or a deposit account in Vietnam dong (VND) or a foreign currency of the Customer opening at VIB. 

2.10. "Transactions": the transactions conducted by the Customer on the account of the Customer in accordance with the services that the Customer has registered and accepted by the bank.

2.11. "Beneficiary": a person receiving money in the money transfer / payment transaction using VIB's E-Banking service.

2.12. "Login account" or "Username" or "User": the login name of 6 to 20 characters registered by the Customer and approved by VIB to login and use E-Banking service. The username is unique to the Customer and the Customer is not allowed to change during the use of e-banking services at VIB.

2.13. "Password": a sequence of 6-20 characters (including alphanumeric characters, containing uppercase and lowercase letters or special characters) used by the Customer to log into the E-Banking services with their username. The first-time password is provided by VIB and sent to the registered phone number of the Customer after the successful registration of E-Banking service. The Customer needs to change their login password after the first-time login.

2.14. "PIN": the sequence of numbers used to log into MyVIB / Mobile Bankplus in accordance with Article 5.

2.15. "OTP (One time password)”: a secret key that is used once and valid for a certain period of time. OTP includes SMS OTP, OTP generated from Hard token, and OTP generated from Soft token.

2.16. "Compatible iPhone, Android or Windows Phone device" or "device used": iPhone devices that meet the requirements listed on the Apple App Store or Android devices that meet Google Play requirements, or Windows Phone devices that meets the requirements of the Windows Phone Store

2.17. "Virus": a malicious code that replicates itself for a third party’s plot.

2.18. "Worm": programs which are capable of multiplying and spread themselves over the network with the intent of destroying the network, reducing the bandwidth or even stopping the traffic of the infected network.

2.19. "Trojan (Trojan horse)": a malicious code similar to the virus, penetrating the system to sabotage, while also making way for other malicious viruses to infect the network.

2.20. "Statement": a detailed list of transactions and fees / charges incurred related to the use of the Account in a certain period.

2.21. "Business Day": any business day that a business unit opens for transactions, except for weekends as established by the Bank and other holidays regulated by Vietnamese law.

2.22. "Service Provider": a third party of VIB - an individual or service provider who has a direct agreement with the Bank to provide electronic banking for the Customer.

Article 3. E-banking services
3.1. E-Banking services provided by the Bank to the Customer include:
          a. Information inquiry service: inquiry of information, transaction history of transaction accounts, loans, information of cards opened by the Customer at the Bank.
          b. Money transfer service: transfer money to accounts opened at VIB, transfer money to other banks' accounts, card numbers (domestic bank), transfer money internationally, transfer and claim money by payment code, and send lucky money on MyVIB.
          c. Payment service: Loan repayment; payment of credit cards; payment for electricity, water, telecommunications, insurance, air tickets, train tickets and other payment services deployed over time by the Bank.
          d. Top-up service: top up mobile phone, game, prepaid cards of opened at the Bank.
          e. Opening transaction account online, opening and closing saving account online.
          f. Service of searching information related to the Bank’s operations include: locations of ATMs and branch network; information about promotions; information of exchange rates and interest rates; Other information as regulated by the Bank in specific periods.
         g. Utility services: Change password, change PIN, log in by fingerprint, change background image based on locations by MyVIB, beneficiary directory ..; and
          h. Other features and utility services developed by the Bank over time.

3.2. From time to time, the Bank may decide to add, amend or terminate the provision of one or several types of e-banking services. The Bank will notify the Customer on the service’s login page and / or on the website and / or send a notification to the Customer via one of the media: email, SMS via mobile phone and / or other suitable communication channels for the Customer. 

Article 4. Perform transactions on E-banking
4.1. For My Online bank:
          a. Access to My Online bank: the Customer gains access to use My Online bank service by (i) Username and (ii) Password.
          b. Perform transactions on My Online bank: the Customer uses electronic signatures to authenticate transactions made on My Online bank. Electronic signatures used on My Online bank are (a) Username and Password along with (b) OTP. The use of OTP is specified in Article 5.

4.2. For MyVIB:
          a. Access to the MyVIB application: The first time the Customer opens MyVIB, the Customer must authenticate with (i) username and (ii) Password that the Customer uses to access My Online bank. Then, following the instructions on the application, the Customer will set up a 4-digit PIN or register to use fingerprints. Customers can change their PIN at any time.
             In the afterward visits: the Customer just uses the PIN set above or uses the registered fingerprints. PINs and fingerprints can be used in parallel, however, at a time the Customer only use either the PIN code or the fingerprints.
          b. Perform transactions on MyVIB: The Customer uses electronic signatures to authenticate their transactions on MyVIB. Electronic signatures used on MyVIB are (a) Username and Password along with (b) PIN / Fingerprint, and (c) OTP. The use of OTP is specified in Article 5.

4.3. For Mobile Bankplus:
          a. Access to Mobile Bankplus: The Customer can access by using (i) the phone number registered at the Bank, and (ii) the PIN code. The PIN for Mobile Bankplus consists of 6 numbers provided by the Bank to the Customer when they first sign up for the service. You can change to another PIN code.
          b. Perform transactions on Mobile Bankplus: the Customer uses electronic signatures to authenticate their transactions on Mobile Bankplus. Electronic signatures used on Mobile Bankplus are (a) the phone number that the Customer has registered with the Bank along with (b) the PIN and (c) OTP. The use of OTP is specified in Article 5.

Article 5. Authentication of transactions
The transactions conducted on E-Banking are authenticated using the OTP code by the following methods:

5.1. SMS OTP: is the OTP code sent via SMS to the phone number registered with the Bank when the Customer requires authenticating the transaction through the E-Banking system.

5.2. Security device / Hard token / Token key: is the security equipment provided by the Bank to the Customer. The OTP code is a sequence of six numbers present on the Token Key screen each time the Customer presses the key on the device, and is valid for a certain period of time. Time-based security devices are regulated by VIB in each period.

5.3. Soft token: An application provided by the Bank to the Customer and integrated on Customer's mobile device so that they can actively receive OTP code. The OTP code is a sequence of 6 numbers present on the application screen of the soft token application whenever the Customer presses a key on the application.

The bank reserves the right to change the principle of using OTP at any time. Customers will be notified of the change (if any) via e-mail, SMS or text message or through documents at the branch network of the bank or notice on VIB’s website. Customer's continued use of E-banking services after the change will be the final proof that the Customer has accepted the binding of these changes.

Article 6. Rights of customers
6.1. Use the services within the scope agreed with the Bank or within the scope of product features.

6.2. Use money in your account to conduct legal and valid transactions.

6.3. Receive promotions (if any) related to the services according to the regulations of the bank in each period.

6.4. Request the Bank to conduct legal and valid transactions, and provide information on transactions, balance on their accounts as agreed with the Bank.

6.5. Request the Bank to provide service information, service manuals, transaction investigation through the 24/7 Customer Service Center at 1800 8180 or (84) 24 62585858 or via email: cskh247 @ vib.com.vn or other phone number or email as VIB regulations.

6.6. Send requests for investigation, complaints about errors and violations (if any) related to the use of services in accordance with the instructions of the Bank  and the law.

6.7. Request the Bank to change information related to the use of services, including phone number, email, address, transaction limit, request for re-password, change of authentication method.

6.8. Request the Bank to temporarily lock the account, terminate service when necessary and in accordance with the law and the Bank. Customers are still bound by these terms and conditions in relation to their rights and responsibilities during the time of using the E-banking service prior to their termination.

6.9. Other rights as provided in this Terms & Conditions and other regulations by the law or prior written agreement between the Bank and the Customers permitted by the Laws. 

Article 7. Customers’ commitments

7.1. Commit to abide by the law and strictly comply with the regulations of the Bank on registration, use of services and safety / security of e-banking services.

7.2. Agree to provide all the information required by the Bank for the provision of E-banking services. The Customer must ensure that all information provided to the Bank is accurate, legal, truthful and up-to-date, and that the Customer is fully responsible to the law for its truthfulness, legality and completeness.

7.3. For username, password, PIN, the Customer has the following responsibilities:
          a. The Customer must change the Password after the first login. Passwords / PINs need to be changed periodically (as determined by the Customer) or at the Bank’s requests. Password / PIN changes according to bank regulations;
          b. The Customer shall be responsible for the confidentiality and preservation of the Username, Password and PIN to ensure that only the Customer has the right to use the E-Banking service and must take all necessary measures to avoid and prevent the use of E-banking services by unauthorized persons;
          c. No Password/ PIN can be stored in any way that other people can recognize. The Customer must not disclose Username and Password / PIN information to any third party, and should not choose a Password / PIN predictably as birthday, phone number of the Customer;
          d. The Customer must remember their own Password / PIN.
          e. If the Customer suspects or discovers that the Username, Password, PIN code and other identifying information has been stolen, the Customer must immediately change their Password / PIN. If the Customer cannot do it by themselves, they must report immediately to the Bank through 24/7 customer service (+844) 62 58 58 58 or 1800 8180 or at the branch / transaction office of the Bank. The Bank will suspend the E-banking service until further notice from the Customer.

7.4. Customers must not allow others to use E-banking services on their behalf.

7.5. The Customer must not accidentally or intentionally leave their devices while using E-banking service. Devices are understood as computer, mobile phone and other security device to access the system. The Customer must ensure that all E-banking service connections are terminated (logged out) before they are no longer in use.

7.6. The Customer must lock their iPhone, Android, or Windows Phone devices and take necessary actions to prevent the unauthorized use of the MyVIB and Mobile Bankplus applications;

7.7. The Customer can only install MyVIB application approved by the Bank on iPhone, Android or Windows Phone devices and absolutely do not install lockdown software (e.g. jailbreak iPhone or root Android or Interop Unlock Windows Phone – invalid action to take control of the device). If the Bank allows the Customer to upload images or content to the application, the Customer is not allowed to post or store inappropriate or illegal images and content.

7.8. The Customer must not access the E-banking service system by connecting to unsecured telecommunication networks (e.g. Wi-Fi  ...) unless the Customer is able to guarantee that no one can steal or copy or gain the access rights of the Customer.

7.9. The Customer must ensure that the device that the Customer uses to access My Online bank, Mobile BankPlus, Mobile Application is not infected with malicious code such as virus, worm, trojan, etc. or the device is appropriately installed with security applications.

7.10. The Customer must not use MyVIB app on a device other than a compatible iPhone, Android, or Windows Phone device.

7.11. The Customer must not provide any information related to E-banking service even if receiving emails or text messages on the Bank's behalf to avoid counterfeiters to steal information of the Customer (including but not limited to Username, Password, PIN, etc.). In this case, the Customer should inform the Bank for investigation.

7.12. Using MyVIB app on multiple devices:
          a. Customers can use one account to use MyVIB application on multiple devices but at different times;
          b. If the Customer use an account to access MyVIB application on multiple devices at the same time, the application will be immediately terminated on the current device and the most recently logged on device is used. For security reason, the Bank recommends the Customer to only use the application on one device;
          c. If the device is lost or stolen, the Customer must inform the Bank immediately for advice;
          d. For security reasons, if the Customer logs into MyVIB application while using My Online bank, the system will refuse to allow the Customer to login. Customers need to sign out of My Online bank to log in to MyVIB and vice versa.

7.13. The customer must notify the Bank as soon as there is any change related to the email address or telephone number of the Customer by sending a written request for change (or in any other manner in accordance with Bank in each time for E-banking service). Unless the Bank receives notice of change from the Customer, the Bank will continue to provide E-banking service via the e-mail address and telephone number registered by the Customer. The Bank shall be exempt from all liability for all damages and losses (if any) of the Customer in all cases where the bank provides E-banking service via e-mail, phone number but the email address or phone number has been locked, canceled, erred or no longer exist or for any reason that led to the customer cannot receive E-banking service from the Bank.

7.14. Commit not to use E-banking for any purpose that is illegal and not to perform any illegal transactions.

7.15. Accountability for unauthorized transactions: The Customer takes full responsibilities and all losses for unauthorized transactions which have been conducted by the Customer’s username and password, and is not allowed to cancel, deny, change, refuse, repudiate for any reason.

7.16. In case the Customer discloses or allows any other person to know one or several security elements (including but not limited to Username, Password, PIN), the Customer must take all responsibilities for all claims, losses and consequences arising from or in connection with all e-banking transactions made through the use of such security elements.

7.17. The Customer agrees to receive the message / email sent by the Bank  to:
          a. Inform Username, Password;
          b. Notify transaction information via e-banking service;
          c. Notify changes in account balance when the Customer conducts transactions
          d. Announce new features, services, promotions;
          e. Notify changes in fee schemes, transaction limit, change or add to terms and conditions of using E-banking service from banks;
          f. Notify other information related to E-Banking Services.

7.18. The Customer commits to be the sole owner of the registered phone number, responsible in case of complaints arising from the subscriber's information on the network is not of the owner.

7.19. Regularly check your account balance, account statement, e-mail messages sent by the Bank and immediately inform the Bank if the Customer detects any suspicious transaction / error.

7.20. Check the validity and accuracy of the information of the service providers before performing any transaction.

7.21. The Customer is responsible for reading carefully the notice displayed on the transaction screen after ordering the money transfer, payment to know the status of transactions being processed at the Bank.

7.22. Immediately and unconditionally refund to the Bank at the Bank's request for any misleading transactions where the Customer does not prove legal ownership. In these cases, the Customer agrees to let VIB automatically deduct these funds from the customer's current account opened at VIB without notice to the Customer.

7.23. Full payment of fees related to the registration and use of services according to the fee schemes prescribed by VIB in each period.

7.24. Other rights and responsibilities under this Terms and Conditions and other applicable regulations of applicable law.

Article 8. Rights and commitments of the Bank
8.1. The Bank is committed to provide E-banking service ready for use. However, the Customer agrees that system upgrades, system overloads and other force majeure circumstances mean that E-banking services are not always available at all times.

8.2. The Bank is committed to support the Customer in the process of using E-banking services, addressing the requirements of inspection and complaints of the Customer in accordance with the law and the bank.

8.3. The Bank is committed to keeping confidential information relating to the Customer, the accounts of the Customer and transactions carried out by the Customer as regulated by the law. For services related to the third parties, as in the Bank, the Customer and a goods service provider, the Bank is allowed to use the information provided to the Bank to inspect, reconcile data and make payment and other purposes to provide E-banking service for the Customer.

8.4. The Customer agrees that the Bank shall be entitled to change, amend and adjust E-banking services / processes / systems of the Bank; is allowed to lock / suspend / terminate / refuse / modify / add / change the interface / rename E-banking service and other adjustments related to the service delivery to the Customer. In the event of such incidents, the Bank will announce on the website and / or on the mass media and / or notify the Customer via one of the following means: email, fixed line, the mobile phone of the Customer. Amendments, modifications, and adjustments will take effect on the date specified in the notice. If the Customer does not agree to the aforementioned changes, Customer has the right to terminate the use of the E-banking service and to pay all fees charged by Customer in accordance with this Terms and Conditions.
In case the Bank temporarily suspends E-banking service to maintain or upgrade the system, the Bank will inform to the Customer (by email and / or SMS to the address registered with the Customer or displaying, publicizing on the Bank's website or other forms that the Bank sees fit) at least 03 working days before the suspension of E-banking service.
In case the Bank actively suspends / halts / terminates the E-banking service, the Bank will inform the Customer via e-mail and / or SMS to the address registered with the bank. However, in the event that the processing system, communication system, electrical system of the Bank is malfunctioning or for any reason due to force majeure or due to security reasons, the bank has the right to extend the time before informing the Customer or not informing the Customer if the act of noticing is no longer needed.

8.5. The Bank will try to inform Customer of any changes needed in the shortest time.

8.6. The Bank will take action to ensure that the E-banking service provider system is operating safely, securely and smoothly, with the ability to control the risk and keep the rules updated.

8.7. The Bank is entitled to use any data related to the use of the Customer's devices and / or transactions for purposes consistent with the law including (but not limited to) improvement, adjustments of the application, and marketing of new products, services or programs. The use of E-banking services means acceptance of these terms. If the Customer uses the location feature in the MyVIB application, the Bank will store this location information for security purposes and to activate other functions on MyVIB that need location information (e.g. locate the nearest ATM).

8.8.The Bank shall be exempt from all liability for damage and loss occurring directly or indirectly for the Customer arising during the use of E-banking service, except for those which is due to fault of the Customer, including but not limited to the following:
          a. To lose, be stolen, expose your username, password, PIN, or other identifying factors that lead others to use E-banking services and access information that E-banking services provide, or the Customer fails to comply with any of the terms and conditions of this Terms and Conditions;
          b. The Customer allows others to access their accounts, use E-banking services and access the information provided by E-banking;
          c. The process of providing E-banking service is interrupted, delayed, postponed, not ready; the processing system, communication system, electricity system of the Bank is malfunction; telecommunication network faults, third party interruptions, or for any reason beyond the control of the Bank, or during maintenance or upgrades of the system;
          d. Any access to the account information obtained by any third party (except that the third party obtained such right due to negligence and carelessness of the Bank);
         e. Any force majeure events such as natural disasters, strikes, directives / decisions of State-own agencies, the Government or other correspondent agencies;
          f. The Bank decides to unilaterally terminate or suspend the provision of E-banking services to customers as stipulated in Article 9.2 below;
          g. Other cases as prescribed by law.

8.9. The Bank is not bound to cancel instructions that the Customer has successfully executed. However, if the Customer wants to cancel the instruction as soon as the Customer has performed, within its authority, the Bank will try to do so within the laws and regulations of the banking system. The Customer pledges not to cancel that: the Customer will bear all responsibility for the reasonable costs, expenses that the Bank incurred in that case.

8.10. The Bank is allowed to automatically debit from any account of the Customer opened at the Bank to pay for transactions, the fees related to service used by the Customer according to the fee schedule of the Bank specified in each period.

8.11. The Bank is not obliged to guarantee timely payment of the Customer's invoices as well as no obligation to keep track of the payment of invoices or to notify any person of late payment of the Customer.

8.12. The Bank has no obligation to keep a record of all or any of the invoices that have been paid. The Customer can print the confirmation screen of the bank about the invoices paid after the successful transaction if the Customer wants to keep the statement.

8.13. The Bank has the right to refuse to execute the instructions of the Customer or request the Customer to confirm in certain instructions as requested by the Bank. If the bank finds that an instruction may not be executed by the Customer, after reasonable efforts have been made to check the authenticity, the Bank reserves the right to cancel the instruction and to waive any liability if there is a loss in this case.

8.14. The Bank has the right to refuse the payment instruction of the Customer if the transaction exceeds the limit, the account balance is insufficient, the account is closed or the account is invalid.

8.15. Other rights and obligations under this Terms and Conditions and other applicable regulations of applicable law.

Article 9. Suspension and termination of the provision of services
9.1. Customer reserves the right to request unilaterally termination of use of the E-banking service at any time by submitting a written request (or in any other manner as specified in each period of the Bank for services E-banking) in accordance with the regulations of the bank and the law. The Bank will terminate the E-banking service immediately after (i) the Bank receives the E-banking Service Termination Request and (ii) the Customer completes all obligations, during the process of using E-banking services or comply with each period of the Bank.

9.2. The Bank has the right to unilaterally terminate and suspend the provision of E-banking service to customers in the following cases:
          a. Suspected cases involving fraud, fraud or fraud;
          b. The interests of the bank / third party are violated or damaged;
          c. The Customer does not comply with confidentiality or service requirements as recommended by the relevant organization; or the Bank suspected transactions involving criminal elements, money laundering, law breaking or to implement anti-money laundering policy in accordance with the Bank's regulations and laws;
          d. The Customer wrongly entered Username / Password 05 times;
          e. Customers do not pay the service fee after (03) consecutive months or after the agreed time between the Bank and the Customer;
          f. The Customer does not comply with any of the terms and conditions of this Terms and Conditions;
          g. Compliance with decisions & requirements of the law or competent government’s agencies;
          h. Force majeure cases as prescribed by law;
          i. Other cases specified by the Bank in each period;
          j. Other cases as prescribed by law.

9.3. In case E-banking services used by the Customer are terminated for some reason, this does not affect the instructions that the Customer has done before. The Customer is still bound by this Terms and Conditions and other agreements (if any) relating to the rights and responsibilities of the Customer which the Customer has not completed at the time of termination of the E-banking services.

Article 10. Transaction limits
10.1. Transaction limit is the maximum amount of money allowed for financial transactions via E-banking service.

10.2. Except for cases where the Bank has its own agreements with the Customer, all transactions conducted through the E-Banking service must comply with the regulations on the transaction limit of the Bank in each period.

10.3. Daily transaction limit: The maximum amount of money that can be financially transacted through E-Banking services, excluding money transfer transactions between accounts opened at the Bank, loan payment of the Customer, transaction of opening online deposit account and the payment of credit card of the Customer.

10.4. Fast transfer limit to card number / account number: is the maximum amount of a fast transfer from the Customer’s account to another account or domestic card of other local banks.

10.5. For money transfer transactions between accounts at VIB and mobile phone top-up for you: no limit applied.

10.6. Transaction limit for the Customer is the common limit for transactions made on My Online bank, MyVIB, Mobile Bankplus.

10.7. If there is a need to change the transaction limit within a day, the Customer must go to a branch of the Bank for reviewing and changing the limit according to the regulations of the Bank in each period.

Article 11. Service charges
11.1. Service fees are in accordance with current regulations of the Bank and announced by the Bank from time to time at the branch network or on the Bank's website.

11.2. The Bank can change the fee schedule from time to time and notify the Customer in writing and / or email and / or SMS to registered address and / or send messages via the Bank’s service announcement system & posted on the Bank's website. Service charges will be collected by debiting the Customer's account opened at the Bank, depending on the type of fee and each type of transaction that service fee is collected per transaction or monthly / quarterly / or one time during use of the service. At the time of fee collection, this account opened at the bank does not have enough balance, the Bank has the right to debit from other account or make another payment later or request payment to the Customer in other forms. The Customer undertakes to pay all relevant service fees to the Bank within the requested time limit.

11.3. The Customer agrees to unconditionally and irrevocably authorize the Bank to be entitled to automatically debit service charges on any account of the Customer opened at the Bank to pay for the use of this service.

11.4. All fees or charges applicable to the bank's current account will be applicable when using the E-Banking service.

11.5. The Customer may be charged by other service providers when they download and use the app on their device. In this case, the Bank is not responsible for any charges incurred for the Customer (if any).

Article 12. Transaction processing
12.1. The Customer commits that transactions done through e-banking services must be initiated, ensured with accurate and complete information according to the regulations of the bank by the Customer.

12.2. The Customer guarantees and accepts that any access to VIB's electronic banking system by username, password / PIN is generated by the Customer and the Customer is responsible for all such transactions. The Bank can process the transaction without any further confirmation and notification of the Customer.

12.3. Customer must be responsible for the contents of the transaction that the Customer is carrying on the E-Banking system. The contents and purposes of the transaction must not be contrary to the law, common morality & customs. In case of detecting any inaccuracy in information, payment or signs of law violation for the transactions, the Customer is obliged to immediately inform the Bank. The Bank shall not be liable for any transactions made prior to the receipt of a notice from the Customer about any misrepresentation in the transaction or violation of the law.

12.4. When the Customer conducts the transaction, payment via E-banking services, the Bank will make the money transfer / write the Debit transfer from the payment account of the Customer designated by the Customer, and then the Bank will transfer the money to the beneficiary's account.
          a. With normal money transfer transactions: the bank will check information and make a Credit alert to the beneficiary's bank within 24 working hours from the time the Customer completes the transaction legally;
          b. With quick money transfer to another bank account / account number or bill payment: the transaction will be processed immediately after the transaction confirmation;
          c. If the transaction is successfully processed, the system will display the message "Successful transaction" on the transfer / payment screen;
          d. If the transfer / payment has not been processed successfully, the system will display other messages on the transaction screen and ask the customer to contact the beneficiary or 24/7 Customer Service Center of the Bank to check and confirm the transaction status. In this case, the Bank must take the initiative to contact the beneficiary or the bank to check the status of the transaction.

12.5. In case the transaction is unsuccessful due to a issue of the Bank or the third party providing the service or if the beneficiary’s information provided by the Customer is inaccurate, the Bank will take the initiative to make a refund in the current account of the Customer or the Bank makes a credit to the beneficiary account within 10 working days. If within this time limit, the Bank cannot make repayment due to the fault of the third party providing the service or for any reason beyond the control of the Bank, the Bank is entitled to delay the refund to the Customer and is exempt from liability.

12.6. The transaction is not processed successfully by the Bank if:
          a. The account of the Customer does not have sufficient balance to ensure the transfer amount and the amount of fees payable to the Bank according to the regulations of the Bank; or
          b. The transaction of the Customer exceeds the registered limit; or
          c. The Customer does not provide enough information and documents required for each type of transaction.

12.7. The Bank may suspend / reject the transaction without prior notice as it deems necessary, including but not limited to:
          a. Transactions restricted or prohibited by applicable law;
          b. The Customer violates the regulations of the bank or applicable law on the use of the account;
          c. According to any decision or request of a legal authority or a competent government agency;
          d. The Bank suspects transactions related to fraud, fraud and risk;
          e. The Bank halts E-banking service to maintain and upgrade the system.

Article 13. Non-cancelable transactions
13.1. Customer can not cancel, change, deny or repudiate any transaction made through the E-Banking services with the electronic signature as stipulated in Article 4.

13.2. In case the Customer cancels the transaction request of the Customer, depending on the actual conditions and within the scope of law and regulation of the Bank, the Bank shall consider if:
          a. The Customer immediately requests for cancellation to the bank after the transaction execution; and
          b. The Bank does not perform the transactions on the system of the Bank as required by the Customer; and
          c. Cancellation of the transaction does not affect the interest of the Bank as well as any other third party

13.3. Transactions processed on the system as required by the Customer are considered effective and irrevocable.

13.4. All expenses incurred (if any) must be paid by the Customer in relation to the cancellation request.

 
Article 14. Handling requests for examination and complaint of the Customer
14.1. The Customer committed to comply with the process, regulations on dealing with requests for inspection and complaints of the Bank for transactions conducted through the E-Banking system.

14.2. The Customer sends a request to investigate, complain about E-Banking transaction by contacting the 24/7 Customer Service Center at 1800 8180 or (84) 24 62585858 (or any other phone number specified by the Bank in each period for this purpose) or the Customer can directly contact the branch and transaction offices of the bank and provide full information of transaction, as well as the reason for investigation and complaint. Phone calls to the Bank's phone numbers will be recorded for the purpose of storing the information provided by the Customer and responding to the Customer's complaint during the examination process.

14.3. All inquiries and complaints of the Customer shall be considered valid only when the Customer requests to investigate or complain within 90 days from the date of the transaction of investigation or complaint. Past this time limit, the Bank will continue to assist in resolving the complaints and requests of the Customer, but the result of the investigation and complaint will depend on the goodwill of the third party involved and the Customer will be responsible for all damages incurred due to late requests. After 90 days from the transaction date (including Saturdays, Sundays and public holidays), the bank will refuse requests for examinations or complaints.

14.4. Processing time for examination and complaint:
The Bank will handle the examinations and complaints of the Customer within 30 working days from the date of receipt of the request for examination and complaint of the Customer.
In case more time is required to process the request, for any reason, the Bank will inform the Customer via email and / or SMS to the address registered with the Bank and / or telephone number directly to the Customer after the processing time of the examinations & complaints.

14.5. Handling examination and complains about suspected fraudulent &  counterfeiting transactions (not performed by the Customer):
          a. As soon as the Customer does not carry out the transaction, but the account balance is decreased, within 5 days, the Customer must come and notify directly to Bank staff at the nearest VIB branch. The Customer agrees to provide full information related to the transaction and comply with the instructions of the Bank’s staff during the process of receiving and handling complaints.
          b. To the extent permitted by applicable law, the Bank will process the complaint within 30 working days from the receipt of the request with sufficient information & valid evidence from the Customer in accordance to regulations of the Bank. 
         c. In case the Bank does not detect any errors or mistakes from the Bank and related to suspected fraudulent or counterfeiting transactions, the Bank shall have the right to invite competent authorities to investigate the case in accordance with the regulations of the applicable law.
          d. Pending the results of the examination / complaint, the Customer must be responsible for close coordination with the Bank’s staff and authorities and commit to provide accurate and truthful information to investigate the cause of the fraudulent, counterfeiting transactions.
         e. The Bank reserves the right to refuse the Bank's handling of examination / complaint if the Customer does not provide sufficient information, documents or evidence as required or has a non-cooperative attitude or acted rudely at the Bank's branch network or at authorities in charge of the investigation up to 03 times during the process.
          f. At all times, the Customer is committed not to disclose the incident to third parties or disseminate false information on media channels (such as newspapers, social networks, ..) that affect the investigation of the Bank, or of the authorities, as well as influencing the prestige and image of Bank. If the information disseminated affects the image and prestige of VIB; the Customer is fully responsible before VIB and before the law, including the obligation of financial compensation due to the loss of prestige of VIB
          g. The Bank and the Customer agree on the plan to reach consensus between the Bank and the Customer after checking results of investigations from the Bank and / or competent authorities. If the Customer does not agree with the plan of handling complaints of the Bank, the Customer and the Bank agreed and committed to comply with the conclusions and final judgment of competent authorities.

Article 15. Governing Law about settlement of disputes
15.1. These Terms and Conditions are governed by the laws of Vietnam.

15.2. Should any dispute arise or involve the use of E-Banking services between the Bank and the Customer, the Bank and the Customer shall prioritize the settlement together through negotiation and conciliation on the spirit of cooperation and mutual respect. In case of unsuccessful conciliation, the parties shall have the right to refer the dispute to the competent court of Vietnam for settlement.

15.3. If the complaint is not related to the fault of the bank, the Customer will bear all costs incurred related to the handling of complaints in accordance with the regulations of the government authorities.

Article 16. Changes and supplements to contents of terms and conditions
16.1. Hereby, the Customer agrees that the Bank reserves the right to change or supplement the terms of this Terms and Conditions (the "Amended Terms"). The Bank will notify the Customer via  (I) send a written notice or email or send an SMS message to the address registered with the Bank; or (ii) display at the Bank's branch network, or (iii) make publicly available on the Bank's website, or (iv) send messages through the service system. The amendment will take effect from the date stated in the notice of the bank but not earlier than 15 days from the date of the notice of the Bank.

16.2. If Customer does not agree with this Amendment, Customer can stop using E-Banking service within 15 days from the notice of the Bank. In the event that Customer does not terminate the use of the E-banking service, Customer acknowledges and agrees that Customer will be deemed to have accepted this Amendment. The continued use of the Bank's E-Banking service after the effective date of the amended Terms will be the final proof that the Customer has accepted to be bound by these amendments.

16.3. The Customer is responsible for monitoring and updating themselves about the terms, procedures and contents of the services and this Terms and Conditions; At the same time, maintaining the means, tools and addresses to receive information informed by the Bank.

Article 17. The validity of the terms and conditions of using the service
17.1. These Terms and Conditions (including amendments and supplements from time to time) are effective for E-banking customers until the Customer terminates the use of E-banking. This Terms and Conditions supersede any prior agreements between Customer and the Bank regarding the use of the E-banking Service.

17.2. After the Customer has terminated the use of the E-banking service, the Customer is still bound by this Terms and Conditions and other agreements (if any) relating to the obligations and responsibilities of the Customer not implemented by the Customer at the time of termination of service.

17.3. Any contents not covered by this Terms and Conditions will be governed by the VIB's regulations of products and services and other relevant laws.

17.4. The Customer confirms that you have read, understood and committed to comply with terms and conditions of using e-banking services in this Terms and Conditions, other regulations of the bank relating to E-banking and current applicable laws.