Numerous customers encountered problems on the first day of implementing biometric authentication when transferring money.

According to observations by a reporter from Nguoi Lao Dong newspaper on the morning of July 1st, many people said they had to go to the bank's transaction counter after being unable to update their information on the bank's application (app).

At BIDV's Ho Chi Minh City branch, bank staff reported that many people have contacted them this morning to update their biometric data. The main problems are that some older phone models cannot read the information from the CCCD chip via NFC (wireless connection); and the customer's information on the system at the time of account opening differs from the information on the current chip-embedded CCCD.

Many people are still experiencing problems with biometric authentication.

At this bank's transaction counter, reporters observed that not only Vietnamese customers but also foreign customers were waiting to update their biometric data. A BIDV branch employee in Ho Chi Minh City said that foreign customers had to go to the counter for direct assistance.

Similarly, at a Sacombank branch on Nguyen Cong Tru Street (District 1), Ms. Ngoc Thanh (a resident of Thu Duc City) was waiting to update her biometric data for the Sacombank Pay app. According to Ms. Thanh, because the information registered for the credit card differs from the information on her chip-embedded citizen identification card, the bank's system could not process the application.

"I had to go to the counter, but the update process only took a few minutes," said Ms. Thanh.

Customers who have not updated their biometric verification data will be unable to transfer more than 10 million VND starting today, July 1st.

Sacombank staff at this branch said that from morning to noon they had assisted more than a dozen customers in synchronizing their biometric data, with the main issues being older phones that couldn't update. Only phones running Android 8.0 or higher and iPhones running iOS 13.0 or higher (equivalent to iPhone 6s) can update biometric data via the application.

Meanwhile, many customers of Vietcombank , VIB, VPBank, etc., have reported experiencing problems with overloaded systems preventing updates; facial recognition often results in system errors. Some customers of other banks have also complained about slow banking applications, affecting payment processes and overall customer experience.

Mr. Trinh Nguyen, a VPBank account holder, said he went to the branch to update his biometric data, but the system still reported an error. The system repeatedly reported that his face did not match the bank's stored database.

Some Eximbank customers complained that even after updating their biometric data at the counter, their money transfers of over 10 million VND were unsuccessful this morning. Bank staff explained that the system had not yet fixed the error, and advised customers to temporarily transfer money via the bank's website while waiting for Eximbank to resolve the issue.

Banks advise customers to update their biometric data only through the bank's app, in person at the counter, or via the bank's hotline, and absolutely not through other apps or websites to avoid risks. Photo: Le Tinh

Not only at the counter, but also the 24/7 call centers of banks have been operating at full capacity in recent days as customers continuously request assistance. The deputy general director of a joint-stock bank said that in just a few hours on the morning of July 1st, the bank's call center received thousands of calls from customers requesting assistance in updating their biometric data.

"The bank has had to increase its staff and invest in its systems to provide maximum support to customers. There may be some initial glitches, but biometric authentication for money transfers over 10 million VND and total transaction values ​​exceeding 20 million VND per day is necessary to minimize the occurrence of fraudulent accounts, scams, and fraud," said the deputy general director of the bank.

Avoid being scammed when updating your biometrics.

According to banks, customers should only update their biometric information through the banking app or directly at transaction points, and absolutely not through any other website or application to avoid the risk of impersonation and fraud.

Ms. Nguyen Thuy Hang, residing in Ho Chi Minh City, said that a week ago, after struggling for nearly two hours to verify her biometric account on her bank's app without success, she searched on social media for articles providing instructions to save time and avoid going out.

"I left a '." in Facebook posts about verification instructions, and shortly after, someone claiming to be a credit officer called, asking for my ID card number and PIN to assist with biometric verification, claiming it would only take 5 minutes. I suspected it was a scam and refused. Afterward, I had to go to a branch to verify. It's possible that because I publicly shared my phone number online, strangers knew my information and called," Ms. Hang said.

Source: https://nld.com.vn/hang- loạt-khach-hang-gap-truc-trac-trong-ngay-dau-ap-dung-xac-thuc-sinh-trac-hoc-khi-chuyen-tien-196240701132824515.htm