To enhance security and safety in bank card operations and ensure customers' rights in the process of issuing and using bank cards, the State Bank of Vietnam has just issued Official Dispatch 2235/NHNN-TT on Implement measures to ensure security and safety in bank card operations.
Accordingly, the State Bank requires credit institutions and foreign bank branches to review internal processes on issuing and using bank cards to ensure compliance with current legal regulations; At the same time, direct and thoroughly supervise officers and employees throughout the system to properly implement the order and procedures for issuing and using bank cards in accordance with the law when issuing cards to customers.
Banks must review to ensure that fees, interest rates, and interest calculation methods for each type of card issued comply with regulations of the State Bank of Vietnam and relevant laws; At the same time, we must be transparent, provide full information and take measures to ensure that customers have information about their rights and obligations, fees, interest rates, interest calculation methods (especially especially with credit cards) and changes (if any) during the customer's use of the card.
The State Bank requires a review of the entire process of handling inquiries and complaints in accordance with the law. In case of complaints or feedback from customers during the process of using the card, the card issuer (TCPHT) will handle it in accordance with the procedures and regulations of relevant laws, ensuring speed, timeliness and decisively, not letting the case drag on affecting the legal rights of customers as well as the image and reputation of TCPHT.
In case of detecting unusual problems in the customer's card use (such as no transactions, long overdue debts, etc.) through the control and supervision process, the card issuer needs to proactively notify the customer. information to customers and coordinate with relevant parties to take timely remedial measures to ensure that the legal rights of customers and TCPHT are not affected.
Implement communication measures to customers (through mass media, communication channels that customers can easily access) about the rights and responsibilities of customers in the process of issuing and using bank cards. row; Advise customers on measures to secure personal data and bank card information to avoid the risk of personal information being leaked and card information used for illegal purposes.
This direction was given in the context that recently, nationwide public opinion was stirred up about the information that an Eximbank customer had a credit card debt of 8,5 million VND to 8,8 billion VND after 11 years of not repaying the debt.
Immediately after that, the State Bank also requested Eximbank leaders to report on the incident before March 20, 3.
