Safe and transparent transactions: How to use your card without incurring the Service Fee by Request

VIB always prioritizes customer experience, with a commitment to providing safe, convenient, and transparent payment solutions. When using credit cards for shopping, dining, travel, or personal expenses, cardholders are not affected by the Service Fee by Request (*).

This article helps customers better understand when the bank may conduct a transaction review and how to use their cards in accordance with regulations.

1. Who needs to be concerned about the Service Fee by Request?

Not all customers. In fact, over 99% of card transactions at VIB are legitimate consumer transactions and are not related to this fee.

This fee is only associated with a transaction review process in cases where unusual signs are detected, for example:

• Transactions with a sudden increase in value compared to usual spending patterns;
• Transactions repeated frequently within a short period;
• Transactions conducted at merchants showing signs inconsistent with their actual business activities;
• And other suspicious transactions as alerted by International Card Organizations and relevant state authorities.

The review process is designed to enhance the safety of cardholders and the payment system, while ensuring compliance with regulations set by the State Bank of Vietnam and card organizations.

For customers using their cards for legitimate expenses, this fee does not apply.

2. Why does the bank need to review transactions?

Card transactions must strictly comply with regulations regarding the nature and purpose of the transaction. Only when unusual activity is detected will the bank proactively contact the customer to verify the transaction in order to:

• Protect cardholders from potential fraud;
• Confirm that transactions are legitimate and correspond to actual goods or services;
• Comply with regulations from the State Bank of Vietnam and card organizations.

If customers provide valid, complete, and accurate information, the verification process will be completed without any fees incurred.

3. When is the Service Fee by Request applied?

This fee is only considered when both of the following conditions are met:

• The transaction requires review according to the bank’s risk control procedures;
• The bank does not receive sufficient valid information or documentation from the customer during the verification process.

Documents that may be used for verification include valid receipts for the purchase of goods and/or services. If customers provide all required information, the fee will not be applied.

As mentioned above, in reality, over 99% of card transactions at VIB are legitimate and not related to this fee.

If the review shows that the transaction is not associated with real goods or services, the bank will implement technical measures to protect the customer and the system, including:

• Temporarily blocking the card to prevent potential risks;
• Assisting customers in resolving or closing the transaction;
• Applying appropriate control measures according to current regulations.

This is part of VIB’s risk management framework to maintain transparency, comply with domestic and international card regulations, and protect the cardholder’s rights.

4. What should cardholders do?

When the card is used properly for legitimate consumer spending, customers are completely unaffected by the Service Fee by Request and are not required to take any additional steps.

To proactively manage and ensure smooth transactions, VIB recommends cardholders:

• Keep transaction receipts for reference if needed;
• Check statements regularly to monitor spending activity;
• Contact VIB immediately if notified of any unusual transactions.

VIB is committed to accompanying customers throughout the verification process (if any), providing transparent information, clearly informing customers before any review is conducted, and only applying technical measures when truly necessary.

The bank’s goal is not only to comply with regulations but also to build a safe, proactive, and sustainable payment experience, so customers can confidently use their cards every day in the simplest and most efficient way.

 (*) The Service Fee by Request is specifically defined in VIB’s Credit Card Terms and Conditions and the Fee Schedule published on www.vib.com.vn.