Your money may not have been transferred to the beneficiary account because it is being transferred in the form of CITAD transfer or the beneficiary information is incorrect. To check the transaction status, please call Timo Care hotline 1800 6788 for support.
In case you made a wrong transfer by one of the following information: Bank name, recipient name, account number or transfer to the account number “Closed”, the money will still be transferred according to the entered information but will be refunded after about 1-3 working days (excluding Saturdays, Sundays and public holidays) depending on the processing of the receiving bank. If you want to check the transaction status, please kindly call Timo Care 1800 6788 for further support.
Timo is sorry about your case. Because the transaction has been successfully transferred, Timo is sorry that we cannot assist you to revoke the above transaction.
Please kindly arrange a suitable time to bring your valid and original passport and Visa/TRC to Timo Hangout for further assistance. Please kindly note that this is just a support request, the processing of this request will completely depend on the process of the Beneficiary Bank and the goodwill of the recipient. The processing time for recall investigation is 45 working days. If after that you do not receive the money back into your account, it means that the request has failed.
At the same time, you can actively report the incident to the police.
Timo is sorry about your case. Due to the security of customer information, the receiving bank will not be able to provide customer information. Therefore, please actively report the incident to the police to get support.
Please kindly note that: Always be wary of those who claim to be bankers or technicians… can help you get your money back but always ask you to provide your card number, login information and OTP code.
In case you want to adjust the description of the transferred transaction, please arrange a time to bring the original and valid Passport and Visa/TRC to Timo Hangout or Viet Capital Bank for assistance in signing the request to adjust the description.
Please kindly note that, because the transaction has been completed, the description adjustment request will depend on the process of the receiving bank.
If you still have not received the money, please provide Timo with the following information so that the Timo hotline 1800 6788 can assist you in tracing the incoming transaction:
- Transfer amount
- Transfer time
- Bank transfer
- Successful wire transfer code (including 6 or 8 numbers and provided from the customer service of the sending bank; not a transaction code).
For each successful transfer, a successful transfer code will be generated, so Timo, unfortunately, cannot support checking if you do not provide the code.
The sender can directly contact the Customer Care of the sending bank to check this code. The codes have 8 or 6 digits.
Please kindly follow these instructions:
- Step 1: Log in to my.timo.vn website and then select the Document Request function in the Menu.
- Step 2: Select the corresponding document type according to your needs and purposes such as:
- Account balance confirmation with stamp
- Account statement with stamp
- Debit advice confirmation with stamp
- Step 3: Check the document request fee and confirm the required order to switch to receiving documents. Timo supports 2 forms of receiving documents:
- Pick up at the nearest Timo Hangout (after 2-3 working days) or,
- Send to your address by post (after 4-5 working days)”
Before leaving Vietnam, please turn on the iOTP feature. When you are abroad, you can still use the Timo app to make transactions, but always make sure your Vietnam mobile sim and email are always active because the Bank will still have cases where you can send confirmation information via email and phone number to avoid interruption of transaction failure.
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CUSTOMER / DEVELOPER SUPPORT
Hotline: 1800 6788
Email: care@timo.vn
Call Centre working hours:
– Monday – Saturday: 08:00 a.m. – 10:00 p.m.
– Sunday: 08:00 a.m. – 08:00 p.m.
