Article 8. Investigating, handling claim when using Account

1.      Method of receiving request of investigating, claim of Customer

a.    When Customer wishes to investigate, claim Account transaction, Customer shall directly request on Timo Application, come to Timo’s transaction places or contact to VPBank via Timo Care according to phone number: (+8428) 7300 8466 (overseas) /1800 6788 (fee free) /other number under notice of Timo or via other forms deployed and noticed to Customer by Timo in each period. In case Customer requests to investigate, claim via Timo Care Call Center, Customer must be responsible to supplement request form of investigate, claim (according to form of VPBank) in the duration regulated by VPBank in each period. Customer should fully comply with regulations, requirements and procedures of VPBank when investigating, claiming under provision of laws. In case Customer authorizes the other person to request to investigate, claim, Customer must perform according to regulations of VPBank and law on authorization.

b.    Customer is entitled to investigate, claim within 60 days from the date of investigation, claim request.

2.      Duration for VPBank to handle investigation, claim: Maximum within 30 days from the date of receiving the first request of investigation, claim, VPBank shall handle Customer’s request of investigation, claim.

3.      Handling result of investigation, claim: Handling result of investigation, claim of Customer shall be performed in the duration under regulations of laws and ensure the following rules:

a.  In case of damage arising not due to Card holder’s fault and/or no event of force majeure under regulation of the General Transaction Terms and Conditions, maximally within 5 working days from the date of noticing result of investigation, claim to Customer, VPBank shall compensate and refund to Customer according to agreement between VPBank and Customer.

b.  In case of damage arising due to Card holder’s fault: VPBank is not obligated to compensate and refund damage for Customer.

c.  In case the duration of handling request of investigation, claim under agreement in the General Transaction Terms and Conditions is over but it fails to determine the reason or which party causes fault, within 15 next working days, VPBank and Customer shall negotiate plan of handling investigation, claim.

d.  In case there is any sign of crime, VPBank shall notice state competent authority under provisions of law on criminal procedure and report State Bank of Vietnam (Payment Department, Banking inspection authority, state bank of local province, city); moreover, notice in writing Customer about status of handling request of investigation, claim. Handling result of investigation, claim shall be performed by state competent authority. In case state competent authority notice that result of handling is no crime factor, within 15 working days from the date that state competent authority concludes VPBank and Customer shall negotiate plan of handling investigation, claim.

e.  In case VPBank, Customer and relevant parties fails to negotiate and/or agree with process of request of investigation, claim, dispute settlement shall be performed under regulations of laws.