ACB Bank speaks out about a company losing 95 million VND through a check transaction

According to ACB, on February 28, 2024, the bank received a complaint from a company based in Ho Chi Minh City informing that the company's account had been withdrawn with an amount of VND 95,000,000 by check withdrawal on February 27, 2024 at ACB (Hoang Dao Thuy Transaction Office, Hanoi).

However, the company's legal representative confirmed that he had never signed any documents requesting ACB to issue and pay checks for the company's account opened at ACB (Bui Dinh Tuy Transaction Office, Ho Chi Minh City). Accordingly, the company representative requested ACB to refund the money and work directly with ACB's competent authority.

On March 1, ACB issued Official Letter No. 839/CV-QTTNKH.24 to invite the company to attend a meeting with the competent authority - the representative of ACB's Head Office on March 5. ACB also informed the company that ACB had transferred an independent appraisal agency (third party) to conduct an appraisal of the sample seal, signature, and handwriting on documents related to the purchase and payment of checks on February 27 at ACB (Hoang Dao Thuy Transaction Office, Hanoi). However, on March 4, the company representative sent an email refusing to attend the meeting and requested ACB to refund before March 6, 2024.

On March 5, ACB continued to issue Official Letter No. 874/CV-QTTNKH.24 to respond to the company's requests related to the incident. Accordingly, ACB specifically responded that the time limit for resolving customer complaints is 30 days from the date of receiving the first complaint in accordance with the terms and conditions of service use that the customer has agreed with ACB. Regarding the request for refund, before the conclusion of the independent appraisal agency and the competent authority, ACB does not have enough basis to consider refunding the requested amount.

On the same day, March 5, ACB received information that the company's account had received the money back from the check beneficiary. This was a transaction in which the beneficiary transferred money directly to the company's account from another bank, not made by ACB.

On March 11, ACB sent a second invitation to the Company to attend a meeting with the competent authority - ACB Head Office representative on March 15. The customer requested ACB to clarify the content of the meeting.

On March 12, ACB continued to send a third invitation letter to the company (on March 15, 2024, at ACB's headquarters) for ACB and the customer to discuss and clarify the contents related to the complaint.

ACB said that immediately after receiving the customer's complaint, the bank promptly reviewed and inspected all records, internal procedures and employees related to the incident to have a basis to respond to the company's complaint in accordance with legal regulations.

ACB invited the customer to ACB Headquarters to work twice (as of March 11) via invitation letter, email, Zalo and phone call to resolve benefits, but the customer refused the first invitation and requested clarification of the content of the working session with the second invitation.

ACB also reported the incident to the State Bank and transferred the case to the investigation agencies of Hanoi, Da Nang, and Ho Chi Minh City because it found signs of law violations.

ACB requests that while waiting for the results of the investigation agency, customers stop providing information without the results of the appraisal.

ACB is committed to always providing transparent information and fully implementing its responsibility to support customers to protect their legitimate rights.

Source