The case of Minh Q., a young customer who seemed to have only encountered a minor problem when transferring money, turned out to be a suffocatingly tense story: a pre-arranged "online kidnapping", along withACB 's timely intervention to protect the customer in the most critical moment.
Almost kidnapped situation - ACB intervened in time
Recently, Minh Q. went to ACB - Tran Dai Nghia Transaction Office to request to reopen the authentication method to make a transfer of 15 million VND. The transaction content clearly stated "BAN GIAO, HOAN TRA CIC" - a familiar phrase in many scam scenarios that the bank had warned about.
The transaction staff immediately contacted Ms. P., an operations staff at the Head Office, to assess the risk. Just by reviewing the transaction history, the way the content was recorded, and the customer's unusual attitude, Ms. P. recognized the suspicious signs. When asked, Minh Q. explained vaguely that because he had not woken up in the morning, he entered the wrong account. But when asked why he entered the wrong content "HOAN TRA CIC", Minh Q. replied that his roommate left in a hurry and forgot his wallet. A moment later, the customer changed the reason to "loan to a friend to pay off debt".
The series of constantly changing answers made Ms. P. wary. She asked Minh Q. to provide the name and phone number of her "friend", but could not contact him. With experience in handling many fraud cases involving psychological manipulation of victims, Ms. P. refused to reopen the authentication method and assessed that the beneficiary account that Minh Q. was about to transfer to was on the list of accounts suspected of fraud.
It seemed like the incident had stopped, but Ms. P.'s professional instinct made her call the customer back after 15 minutes. At this time, Minh Q.'s voice became softer, mixed with the shouting and banging on the door, along with a few shouts that included the word "bank". The chaotic atmosphere showed that the customer was in an unsafe situation.
Staying calm, Ms. P. took the initiative to start a conversation, recounting a similar incident she had encountered: the victim was asked to go to a rented room, isolated and psychologically controlled to transfer money. Thanks to the suggestion and skillful exchange, Minh Q. gradually shared the truth: "I am being asked by a group of people to go to a rented room, borrow 15 million from Momo and transfer money because they said I was involved in drug trafficking and money laundering. They threatened to post the information online if I did not comply."
Minh Q. kept asking the bank to reopen the authentication method to "redeem himself". Ms. P. reassured him, analyzed each step and explained that this was an online kidnapping scenario - a new form of fraud, strongly hitting the victim's fear. Only when he realized he was being isolated and controlled did Q. calm down and stop all attempts to transfer money.
In this case, the bank not only prevented the loss of 15 million VND but also promptly supported the customer to escape an online kidnapping scenario, which could have caused great financial and mental losses. Thanks to careful observation, persistent dialogue and proper handling of procedures, the team of specialists became an important line of defense to help protect customers in the most critical moments.
ACB ONE security mechanism operates consistently
ACB has built a team of specialists, tellers and call center operators who are highly trained in identifying high-tech fraud. They follow a unified response process: detecting unusual signs, asking questions to verify, guiding customers to identify risks and proactively preventing them when they arise. In Q.'s story, it was the calmness and accurate judgment of the specialist that helped prevent a sophisticated fraud, something that simple technology would have difficulty handling without human acumen.
On the ACB ONE application, the multi-layered security system continuously analyzes behavior and reviews transactions in real time. When detecting a beneficiary account on the warning list or unusual transaction content, the system immediately displays a warning, pauses the transaction and automatically activates the internal inspection process. The smooth coordination between the system and humans helps the bank intervene in situations that only take seconds, such as the case of Q., when a 15 million VND transaction almost became a tool in an online kidnapping scenario.
Thanks to this operating mechanism, as of September 2025, ACB has prevented more than 30,000 transactions with signs of fraud and protected more than VND 2,000 billion in customer assets. In addition, periodic warnings on the application and communication channels help users update new fraud scenarios, minimizing the risk of becoming victims.
In the context of cybercrime constantly changing tactics, banks not only play the role of providing financial services, but are also becoming an important line of defense to protect users from digital financial risks. ACB ONE's security mechanism - a combination of behavioral analysis technology, a rapid response system and a team of well-trained staff is silently protecting customers every day. However, from the user side, being proactive in checking, being suspicious when encountering unusual requests and contacting the bank immediately when needing support is still the most effective way to protect each individual when transacting online.
Source: https://nld.com.vn/suyt-chuyen-tien-cho-ke-bat-coc-online-khach-hang-duoc-ngan-hang-ngan-chan-196251127125711363.htm
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