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LOCAL SUPPORT

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SCB CONTACTS CUSTOMERS

PREFERENTIAL PROGRAMS

CARD ISSUANCES

CARD TRANSACTION VERIFICATIONS

Notes:

  • 1900 6538 (fee of VND1,000/minute) is for regular customers.
  • 1800 545438 (toll free) is for Premier members (Sapphire/Ruby/Diamond/Diamond Plus), cardholders of Visa Platinum/MasterCard World; VIP corporate customers (Prime Platinum/Platinum/Gold/Silver), cardholders of SCB C-MasterCard/SCB BIZ MasterCard.

FORMS

  • Personal

  • CORPORATE

QUESTION & ANSWER

  • PRODUCT/SERVICE OF PERSONAL CUSTOMER

  • PRODUCT/SERVICE OF CORPORATE

Can I prematurely withdraw money from my current savings book marked “Withdrawal prior maturity not allowed” to re-deposit it with a similar term as the initial term to enjoy higher interest rate?

Answer

“Withdrawal prior maturity not allowed”. This is clearly mentioned in the product regulations.

The withdrawal prior maturity is only permitted when customers are in force majeure cases such as sudden accidents, natural disasters, floods, fire hazards, death, etc.

However, instead of premature withdrawal, you can use some facilities offered by SCB such as loans secured by savings books, etc.

When my savings book comes to maturity but I do not come to SCB to have my savings book settled, what will the interest rate be applied to my deposit after such maturity?

Answer

As for the normal savings product, when the savings book becomes mature and customers do not come to SCB to have the savings book settled as well as do not give any instruction to the contrary, customers’ deposits (the principal and the accrued interest) will be rolled over with a similar term as the previous one and enjoy the corresponding interest rate applicable at the time of roll–over. If at the maturity, such deposit term is not available, customers’ deposits will be rolled over with a next shorter term and a corresponding interest rate will be applied at the time of roll-over.

As for other deposit products, the periodic regulations on such products will be applied.

When my savings book becomes mature, may I have my savings book settled at a (sub)branch other than the issuing (sub)branch ? Does this settlement cause any fee charged on me ?

Answer

When your savings book become mature, you can have your savings book settled at any (sub)branch of SCB without any fee charged on you. However, you should inform the settling (sub)branch 01 working day in advance (for the amount of VND05 billion up or equivalent in foreign currencies) or 04 working hours (for amount of under VND05 billion or equivalent in foreign currencies).

If the maturity date of my savings book falls on the weekends or holidays ? What day can I have my savings book settled ? How is the interest rate calculated in this case ?

Answer

If the savings book falls on the weekends or holidays, it will be settled on the next business day after the weekends or holidays. Therefore, the interest on the deposit will be the interest calculated for the initial term plus the interest for the extended days at the agreed-upon rate.

A savings book is opened under my name and my spouse’s name. Can it be settled at my sole decision ?

Answer

The use of joint account is regulated according to “the Agreement on managing and using joint account”. As for the settlement of savings books, joint account holders chose one of the following options: Settlement upon the approval of “one of joint account holders” or “all of joint account holders”. SCB will perform action as per request of the joint account holders.

What is the procedure for opening a joint savings account ?

Answer

When opening a joint savings account, account holders should:

Present I.D. cards or equivalent documents (for the account holder whose age is ineligible for I.D. card or visa).

Sign an agreement on managing and using joint account (as per SCB’s form).

Register specimen signatures with SCB.

May I authorize another person to conduct transactions related to savings money such as receiving the principal amount and interest, rolling over deposits, settling savings books, etc. ? How is the procedure ?

Answer

You may authorize another person to receive the principal amount/interest on your savings book, pledge the savings book or have the full right to use the savings amount. Upon transaction, the authorized person should present the following documents:

• The savings book.

• The authorization document (in case SCB has not kept record of the authorization document).

• Valid I.D. card or equivalent document of the authorized person.

The authorization document must have either SCB’s confirmation (in case made in SCB’s form) or local state authorities or other competent agencies. Your signature on the authorization document must be identical to your specimen signature registered with SCB.

My relative is maintaining a savings book at SCB. He is now staying in a hospital for treatment. My family is considering the money withdrawal on that savings book to pay for hospital fees. What is the procedure ?

Answer

As for the savings books not allowed to be withdrawn prior maturity, SCB will only approve the withdrawal prior maturity in case of force majeure or reasonable causes.

To withdraw money, you should proceed withdrawal procedure at the (sub)branch where the savings book has been issued. The required documents are as follows:

• A request for money withdrawal to pay hospital fees certified by the hospital.

• A confirmation issued by a hospital doctor on the unconsciousness or loss of cognitive ability or loss of lucidity of the savings book owner.

• Payment documents.

• Relationship document.

• If the withdrawal of more than VND100 billion from the savings book of the spouse, the applicant must present the evidence that the issuance of savings book was made within the marital period and a commitment there has not been existed an agreement of property separation between husband and wife certified by public notary or by at least 1 heir of the first line.

Can I have my savings book transferred to my relative(s) ? What is the procedure?

Answer

Yes, you can. You and your relative(s) can proceed the transfer procedure at any (sub)branch of SCB.

At the bank, you must present your savings book, I.D. cards of you and your relative(s) and a completed form of request for transfer of deposit ownership (as per SCB’s form).

After receiving all above documents, SCB will print out a new savings book under the name of your relative(s).

Notes: After transfer, all transactions related to the savings book will be only made at the (sub)branch where the transfer has been made.

How can I get information of the outstanding balance on my current account opened at SCB?

Answer

To get information of the outstanding balance on your current account at SCB, you can:

Use the service of balance inquiry via Phone Banking, SMS Banking, Internet Banking. Before using, you must register this kind of service at any (sub)branch of SCB.

Contact with SCB tellers at transaction counters with your presentation of I.D. card.

I have an account at SCB branch in Ho Chi Minh City. Now, I am working in another city. I want to deposit money to my account. Is there any fee charged on my depositing ?

Answer

Please click here to visit “SCB’s fee schedule”

What is SCB MasterCard Credit Card ?

Answer

SCB MasterCard Credit Card is a card issued by SCB to cardholders for transactions via card within the credit limit approved by SCB and under agreements in the Terms and Conditions on card issuance. It is a chip card of EMV standards (Europay – MasterCard – Visa) and can store encoded data with high security.

What is credit limit ?

Answer

Credit limit is a maximum credit extended by SCB to cardholder for a specific period.

What is the Principal cardholder ? the Supplementary cardholder ?

Answer

The Principal cardholder is a person who is the applicant under the application for credit card issuance.

The Supplementary cardholder is a person to whom a credit card is issued at the request of the Principal cardholder.

What is the International Card Association ?

Answer

International Card Association means the association of financial or credit institutions or organization that issues and effects payment for international cards. It is an intermediary providing service of linking the processing systems for international card transactions, exchanging data via electronic form or documents.

What is card validity ?

Answer

Card validity is a valid period printed on card during which the cardholder is allowed to use card.

What is a transaction invoice ?

Answer

A transaction invoice is a document to confirm the card transaction made by cardholders.

What is credit card statement ?

Answer

Credit card statement is a transaction statement monthly provided by SCB to cardholders informing the current balance, the minimum payment due, due date and other details related to transactions, interest, fees arising during the statement period.

What is the due date ?

Answer

The due date is the final date on which cardholders must perform their obligation of payment according to SCB’s regulations.

What is the minimum payment due ?

Answer

The minimum payment due is a minimum amount cardholders must pay on the due date at the latest.

What is the beginning balance ?

Answer

The beginning balance is the unpaid amount forwarded from the previous period.

What is the ending balance?

Answer

The ending balance is the amount currently due to cardholders according to the monthly statement.

What is arising transactions in a statement period ?

Answer

Arising transactions in a statement period are the information on all payment, purchases, cash advances or refunds in a statement period.

What is a statement date ?

Answer

The statement date is a date of each month on which transaction statements are issued. The statement date of SCB MasterCard Credit Card is the 25th day of each month. Accordingly, the statements will list arising transactions from the 26th day of the previous month to the 25th day of the statement period.

What is transaction date ?

Answer

The transaction date is the date on which cardholders make transactions of payment, purchase.

What is the posting date ?

Answer

The posting date is the date on which a transaction is posted on the credit card account of cardholders.

What is the credit card account ?

Answer

The credit card account is an account opened in SCB card system to be used for management of transactions, fees, interest, etc. related to the use of card. It is mutually used by the principal cardholder and supplementary cardholder.

What is the minimum payment due ?

Answer

The minimum payment due is the minimum amount cardholders must pay on the due date at the latest.

What is the benefits of SCB MasterCard Credit Card ?

Answer

The benefits of SCB MasterCard Credit Card:

Buy now, pay later and interest-free credit period up to 45 days.

Cash advance/payment at millions of ATM/POS machines with logo of MasterCard in Vietnam and worldwide.

Shopping on Internet.

More security with technology of magnetic and chip card according to EMV standards.

Simple and convenient procedure.

Accumulation of reward points for gifts/cash.

Exclusive treatments for cardholders.

What should I look at when making transactions via SCB MasterCard Credit Card?

Answer

When making transactions via SCB MasterCard Credit Card, you should:

Check before signing invoices printed out from POS machines to make sure of the consistent details of transaction amount, cardholder’s information.

Keep record of invoices for future reference.

What are noteworthy regulations on credit balance ?

Answer

Here are some regulations on credit balance:

Transaction amounts in foreign currencies will be converted to VND amounts at the exchange rate quoted by the International Card Association and/or quoted by SCB at the posting date.

When cardholders pay the credit balance, the available credit amount will increase by the paid amount.

If cardholders duly pay all the closing balance, cardholders will be free of interest for goods and service purchases stated in the statement period.

If cardholders fail to pay or do not pay enough the minimum payment due on the due date at the latest, cardholders will be imposed a late payment fee and interest from the transaction date.

After 10 days from the due date, if cardholders have not paid the minimum payment due, cards will be temporarily locked.

What are security rules on credit cards ?

Answer

When using credit cards, please follow the following security rules:

Signing your name at the back of the card right after receiving your card.

Keep your card in a safe place and secure your card information.

Secure your PIN by:

+ Keep your PIN secret, do not either write it down on papers or store it in your mobile phones, etc.

+ Do not disclose your PIN or give your card to anyone, not even your relatives.

+ Make sure no one sees you entering your PIN at all times.

+ Inspect the ATM/POS machine for anything suspicious or unusual before using.

Upon receiving transaction statements, check details on statements with those on receipts, invoices stored by you.

Make sure transaction amounts are in available limit at the time of transactions.

The supplementary cardholder(s) and principal cardholder jointly use the same credit limit. The principal cardholder and supplementary cardholder(s) are jointly liable for arising debt balance in statements under SCB’s regulations.

In case of loss of cards: immediately inform SCB thereof and have your card temporarily locked. If you want to have it unlocked or otherwise, please contact any (sub)branch of SCB for support.

In case of trouble with cards (swallowed cards, incorrect PIN, lost/stolen card, unauthorized use of card, etc.): please contact SCB via Hotline number on the card back for support.

Can I request for an increase or a decrease in the credit limit to our credit card ?

Answer

You can request for a decrease in the credit limit to suit your actual need.

When your income increases, you can apply for an increase of your current credit limit (by providing documents evidencing your new income).

Under which circumstances, cardholders would be imposed fees and interest for their credit card?

Answer

Card holders would be imposed fees and interest for their credit card under the following circumstances:

As for transactions of cash withdrawal:

+ Cash withdrawal fee charged by the servicing bank and SCB.

+ Interest on the withdrawn cash amount from the date of transaction posted on the system to the date of payment.

As for transactions of goods, service payment:

+ Interest will be charged if the debt balance is not duly paid in full.

+ If cardholders fail to pay or do not pay enough the minimum payment due stated in the statement on the due date at the latest, a late payment fee will be charged on cardholders.

Fees are periodically listed on SCB’s fee schedule. For fee details, cardholders can visit the website www.scb.com.vn or contact any (sub)branch of SCB.

With a SCB MasterCard Credit Card, can I make transactions or cash withdrawals in foreign currencies?

Answer

In Vietnam, all transactions of payment and cash withdrawals must made be in VND. Abroad, transactions of payment and cash withdrawals will be made in the local currency of the country where you travel to.

Does it take more time to transfer money on Internet Banking to an account at another bank than transfer money at counters ?

Answer

It does not take more time to transfer money on Internet Banking to an account at another bank. It is even faster. If your transactions are made before 02:30 pm from Mondays to Fridays, they will be processed during the day; transactions made after 02:30 pm of those days will be processed in the next working day. However, it depends on the beneficiary bank’s processing time for the beneficiary to receive money late or soon.

If I transfer money on Internet Banking to an incorrect beneficiary inside SCB’s system, what should I do?

Answer

If you transfer money on Internet Banking to an incorrect beneficiary inside SCB’s system. In that case, you can contact and ask that beneficiary to return the transferred amount or you can request SCB to support you in taking back you money. However, SCB is not responsible for the result of the money reimbursement.

To avoid the above cases, please carefully review the transfer details before entering security code to verify the transaction.

Does it take more time to transfer money on eBanking (Internet Banking, Mobile Banking và SMS Banking) inside SCB’s system than via ATMs?

Answer

Money transfer inside SCB’s system via eBanking is instantly made. Your account is debited and beneficiary’s account is credited at the same time.

If the token is lost or suspected to be stolen, what should I do?

Answer

First, you should immediately change the log-in password. Then, contact SCB’s (sub)branches to have your current token locked and a new one issued.

When using eBanking, if my password is exposed/forgot, etc. or I want to change some details on eBanking, where should I contact?

Answer

If your password is exposed/forgot, etc. or you want to change some details on eBanking, you can contact any (sub)branches or 08 39206540 to get specific instructions.

Can I currently open a term deposit account without coming to SCB’s (sub)branches ?

Answer

Internet Banking is currently applied at SCB, you do not need to come to our bank to open a term deposit account. You can open a term deposit account with flexible types at any time, any where with an Internet-connected computer and token provided by SCB.

Can one phone number be used for multiple SMS Banking registrations?

Answer

One phone number is used only for 01 CIF (1 SMS Banking registration).

Is it risky if I lose my token?

Answer

When you lose your token, immediately notify SCB to neutralize that token. If that token is found by someone by chance, there is not any information of you and the bank revealed. Register for new token at any SCB’s (sub)branches when you need.

What should I do if I come to SCB to receive a remittance via Western Union?

Answer

After having a Money Transfer Control Number from the sender, you can come to any (sub)branches of SCB, presenting your valid identification paper to receive the money. In addition, customers need to provide necessary information and fill out the “Money Receipt” (SCB’s form).

Note: ensure the accuracy of beneficiary’s name and Money Transfer Control Number (10 digits).

I have a savings book at SCB. Can I use it to prove the financial capability for my children to study abroad? What should I do?

Answer

When being asked to prove financial capacity to study abroad, customers can request SCB to confirm the balance of savings book/deposit account/deposit certificate, etc. opened at SCB or to issue a guarantee letter. In case customers have not had such deposit documents at SCB, customers can still prove their financial capability under the loan method.

Customers fill out the “Request for account information” (SCB’s form) and present the following documents:

+ Valid identification papers.

+ Valid savings book/Deposit account/deposit certificate/Valuable paper issued by SCB.

After SCB confirming the balance of savings account, can I make withdrawal before maturity?

Answer

The withdrawal before maturity depends on the types of confirmation:

As for the confirmation that the balance is being maintainted at the time of confirmation (date…../….time), the withdrawal before maturity depends on each savings product’s regulations.

As for the confirmation that the balance is being maintainted for a certain period of time (from…to….), SCB will block that savings account. Therefore, customers can not withdraw money before the end of such period.

Does the bank provide the service to pay electricity, water, phone, internet bills, etc? If possible, what is the registration process?

Answer

Currently, SCB is providing the automatic bill payment service for all utility services such as: electricity, water, phone, internet, etc. and other bills that customers wish to make periodic payment. (not limited to any services).

The current account for this bill payment will be opened for free.

To register this service, customers need to fill out “Registration form cum domestic automatic bill payment service contract” (SCB’s form) and present the following documents:

+ Valid I.D card (or equivalent documents), authorization /recommendation letter of organization (if apply for organization).

+ In case registration for a relative, I.D card (or equivalent documents) of such relative are required.

+ 01 fee notice/bill/utilities service contract of 01 latest period.

Also, customers should notify service providers of the change to the billing address (from customers’ to SCB’ address).

How long is the check payment?

Answer

If the check is presented within 30 days (calendar days) from the issue date and the issuer is of sufficient balance to make payment the relevant amount, SCB will make payment to the beneficiary in the presentation day or the next working day.

If the check is presented after the regulated presentation period but less than 06 months from the issue date, SCB is still able to make payment if SCB does not receive any notification of postponing the check and the issuer is of sufficient balance to make payment.

If I lose my I.D card and I still have other identification papers such as driver’s license, insurance card, resident registration book, etc. Am I able to receive money transferred from my relatives?

Answer

In case your I.D card have been lost, you can present other substitute papers such as passport/statement of lost I.D card affixed with your photo and confirmed by police or statement of lost I.D card without your photo and confirmation of police on it together with other papers with your photo such as driver’s license, Union member card, etc.

In case I have made money transfer at SCB to an incorrect beneficiary account, what should I do to make corrections?

Answer

When making transfer, if customers provide incorrect details in regards of beneficiary name/account no./bank, etc., they need to contact the (sub)branch where such transfer is made to make corrections.

I have a ring made of 9999 gold, does SCB buy it?

Answer

SCB only buy SJC gold bars issued by Sai Gon Jewelry Company Limited. For other types of gold, customers can sell them to other gold companies.

My company plans to purchase some foreign currencies to make payment to overseas partners, what currencies does SCB sell?

Answer

SCB provides the service “Multi-foreign currency payment transfer” projected to satisfy customers making foreign payment, especially in case of using foreign currencies not yet listed by SCB.

This service covers 141 types of foreign currency worldwide.

ABOUT OUR CENTER

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Our SCB 24/7 hotline was officially put in line on 19/09/2014. With well-trained staff and modern operation system, we are always ready for your needs.

To be best served and provided necessary information related to product-service packages, customers can contact our 24/7 hotline via the following channels:

1. Hotline 1800545438/19006538 (24/7)
2. Email: chamsockhachhang@scb.com.vn
3.Zalo page
4. Fanpage/Facebook: SCB Ngân hàng TMCP Sài Gòn @NganhangTMCPSaiGon

Notes:

SCB is at its option to record the calls coming to its hotlines for the purpose of improving service quality or serving the queries/complaints settlements (if any). All information provided by customers will be kept confidential. SCB will provide that information to the third party when requested by authorities as per regulations of State Bank

To ensure the accuracy of the provided information, customers are encouraged to use the registered phone numbers to contact to our hotlines. SCB is entitled to request customers to provide personal details and transaction details for verification purpose. SCB is not liable for customers’ information exposed to others by any person other than SCB.

SCB is entitled to refuse to answer or disconnect the phone calls, emails, conversations made with impolite manners and disturbance purposes.

Fees for our hotlines: 1800545438 (free), 19006538 (VND1,000/minute)

Please call +842873006538 when you are abroad or can not reach our Hotline.

 

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