1.1 Bank (VIB): Vietnam International Commercial Joint Stock Bank.

1.2 Customer/ Account Holder: An individual or individuals who register to open and use a current account at VIB and have been approved by VIB to receive services through the execution of an agreement for opening and using an individual customer current account.

1.3 SmartSales Application: A mobile application specifically designed for use on smartphones or tablets, exclusively for VIB staff, to offer VIB's products and services to customers.

1.4 Customer Identification Verification Methods:

KYC (Know Your Customer): A method of verifying customer identification information at a VIB Branch/Transaction Office or at another location as stipulated by VIB, where VIB or VIB's Intermediary Party¹ meets the customer in person to verify the customer's identification information and the legal representative (if the customer opens an account through a legal representative).

eKYC (Electronic Know Your Customer): A method of verifying customer identification information through online channels: VIB's digital banking application (Digital Banking) or through the online channel of VIB's Intermediary Party.

1.5 Biometric Information: Biometrics refers to the physical attributes and unique, stable biological characteristics of an individual used to identify and distinguish one person from another. Biometric information includes: facial image, fingerprints, iris, DNA, and voice.

1.6 Information Updates:

Changes to personal information of the Customer / Customer's Legal Representative:

(1) Requests to update customer/legal representative information (including but not limited to changes to National Identity Card/ Citizen Identity Card/ Passport², phone number, permanent address, current residential address, full name, etc.) and changes to the Account Name (applicable only when the customer changes their surname/given name/middle name pursuant to a document issued by a competent authority) shall be processed at a Branch/Transaction Office or through VIB's transaction channels as stipulated from time to time.

(2) For joint accounts, if one of the joint account holders ("AND" type or "OR" type) updates their personal information at VIB, that joint account holder shall be responsible for notifying the remaining joint account holders. VIB shall be exempt from liability for any issues or disputes arising from the change of personal information of a joint account holder.

(3) For accounts opened via eKYC, the customer may upgrade the customer identification verification method to KYC.

1.7 FATCA:

The Foreign Account Tax Compliance Act (FATCA) is a tax compliance law applicable to account holders of accounts opened outside the United States. FATCA was enacted by the U.S. Government to prevent tax evasion by U.S. taxable persons through financial accounts held at foreign financial institutions. FATCA was passed in 2010 and officially took effect on July 1, 2014.

Reportable persons to the U.S.: Account holders who are U.S. citizens, U.S. tax residents, and recalcitrant account holders (account holders who refuse to provide information).

U.S. Citizens: Individuals holding U.S. nationality/passport.

U.S. Tax Residents: Individuals who satisfy one of the following two conditions at the time of signing the application to open and use an account at VIB:

+ (1) Hold a valid U.S. Green Card; or
+ (2) Foreign individuals whose period of stay in the U.S. satisfies both of the following conditions (calculated on a calendar year basis):

• (2.1) At least 31 days in the current year; and
• (2.2) At least 183 days over a 3-consecutive-year period, including the current year and the 2 immediately preceding years, where 183 days is the sum of:
  (i) All days of presence in the U.S. in the current year (Year N); and
  (ii) 1/3 of the days of presence in the U.S. in the first year immediately preceding the current year (Year N-1); and
  (iii) 1/6 of the days of presence in the U.S. in the second year immediately preceding the current year (Year N-2).

For further details, refer to: here

- U.S. Indicia:

+ U.S. citizenship;

+ U.S. tax residency;

+ U.S. place of birth;

+ U.S. contact phone number;

+ U.S. residential or mailing address;

+ U.S. "care of" or "hold mail" address;

+ Standing instructions to transfer funds to an account maintained in the U.S. or instructions regularly received from a U.S. address;

+ A valid power of attorney or signatory authority granted to a person with a U.S. address in relation to the customer's account.

1.8 Legal Arrangement: A legal arrangement is an arrangement in the form of a trust or another arrangement of a similar nature established under foreign law, which allows the trustee to receive legal ownership of assets from the settlor for the purpose of administering, managing, and supervising such assets for the benefit of the beneficiary or for a purpose specified in the arrangement.

1.9 Beneficial Owner (BO): A beneficial owner is one or more individuals who directly or indirectly hold ultimate ownership or ultimate effective control over the customer, including through a legal arrangement, or an individual on whose behalf the customer conducts a transaction. In the case of account opening, the beneficial owner is one or more individuals who ultimately and effectively own the account or ultimately and effectively control the account activities of the customer.

1.10 Foreign Politically Exposed Person (PEP): An individual holding a senior position in a foreign government body, organization, or international organization.

1.11 Associates of a Foreign Politically Exposed Person (PEP-Relatives)

including:

- Father, mother, spouse, children, full siblings of a Foreign PEP;

- Co-owners with a Foreign PEP of one or more legal entities or legal arrangements;

- Beneficial owners of one or more legal entities or legal arrangements owned by a Foreign PEP.

1.12 Laws or Legal Regulations: The laws and regulations of the Socialist Republic of Vietnam (Vietnam), or any international treaty to which Vietnam is a member, or any jurisdiction where Vietnam has entered into agreements relating to commercial activities with entities established and operating in that jurisdiction (provided that such application does not contravene the fundamental principles of Vietnamese law).

1.13 Current account (Account)

A current account held solely in the name of one individual (single-holder account) or a current account held jointly in the names of a minimum of 2 (two) and a maximum of 5 (five) individuals (joint account), denominated in Vietnamese Dong or foreign currency, opened at VIB.

- "AND" Joint Account: A type of account that requires all joint account holders to be simultaneously present and to sign transaction documents when performing any transaction related to this joint account.

- "OR" Joint Account: A type of account that allows any one of the joint account holders to independently perform transactions and sign transaction documents related to the joint account at VIB, without requiring the consent or co-signature of the remaining joint account holders.

- A single-holder account, once opened, may not be converted to a joint account, and vice versa.

1.14 Account Name: The full name of the customer (for a single-holder current account) / the names of the customers (for a joint current account) as stated on the valid and unexpired Identity Document of the account holder(s); or the new full name when the account holder(s) change their surname/given name/middle name pursuant to a document issued by a competent authority.

1.15 Balance

- The balance is the actual amount of funds in the account at any given time.

- The minimum balance is the minimum amount that must be maintained in the account at all times, and the account must hold at least the minimum balance no later than the end of the account opening date. The customer is responsible for maintaining the minimum balance at all times in accordance with VIB's regulations as amended from time to time.
The minimum balance is determined based on the type of account the customer registers to open and in accordance with VIB's regulations as amended from time to time.

- The available balance is the amount the customer is permitted to use for cash withdrawals, fund transfers, payment orders, and other lawful payment services through the account. The available balance is the credit balance (excluding any overdraft facility) after deducting frozen amounts, outstanding and overdue debts, interest, incurred charges, and other financial obligations of the customer to VIB as agreed in writing between the customer and VIB, as well as the minimum balance.

1.16 Account Number: The account number is a sequence of digits generated randomly by VIB's system or selected by the customer upon request.

1.17 Account Freeze: An account freeze refers to the partial or full freezing of the balance in an account.

1.18 Transaction Suspension: A transaction suspension refers to VIB's suspension of any and all transactions on the customer's account (including but not limited to: suspension of all debit/credit transactions, authorized transactions, and account closure requests) in accordance with VIB's customer identification and anti-money laundering regulations and applicable laws as amended from time to time.

1.19 Account Activity Suspension: An account activity suspension refers to VIB's suspension of all debit and credit transactions on the account pursuant to a prior agreement between the customer and VIB as set forth in these Terms and Conditions.

1.20 Debit Suspension: A debit suspension refers to VIB's suspension of all debit transactions on the account pursuant to a prior agreement between the customer and VIB as set forth in these Terms and Conditions.

1.21 Credit Suspension: A credit suspension refers to VIB's suspension of all credit transactions on the account pursuant to a prior agreement between the customer and VIB as set forth in these Terms and Conditions.

1.22 Account Closure: Account closure refers to VIB's termination of the customer's use of the account and the closing of the customer's account file.

1.23 Interest Rate and Interest Payment Principles

- The interest rate applicable to the account balance is the demand deposit interest rate applicable to the account as published by VIB on its website www.vib.com.vn or at any VIB transaction location, in compliance with applicable laws.

- The interest rate is quoted on an annual basis. One year is calculated on the basis of 365 days.

- Interest is paid in the same currency as the account on which interest is accrued.

- Interest is credited directly to the account at the end-of-day processing time (the time at which all transactions are fully recorded in VIB's system for data rollover to the next business day, as stipulated by VIB from time to time) on the last business day of the month, or at the time of account closure. Interest is rounded to the nearest unit for Vietnamese Dong accounts and to two decimal places for foreign currency accounts.

1.24Fees

- Account opening fees, account maintenance fees, transaction fees, account information provision fees, and other related charges are set out in the fee schedule published and publicly posted by VIB from time to time on its website www.vib.com.vn or at VIB's transaction locations.

- The account opening fee for customer-selected account numbers will be automatically frozen by VIB on the customer's account from the account opening date until VIB has fully collected the fee or until the account is closed, whichever occurs first.

- Fees are charged in the same currency as the account.

- VIB reserves the right to amend its service fee schedule at any time it deems appropriate ("Amended Service Fee Schedule"). VIB will notify the customer by one of the following means: (i) written notice, email, or SMS/messaging via service platforms (Zalo, Viber, or other notification methods at VIB's discretion) to the address/email/phone number registered by the customer with VIB; or (ii) posting at VIB's transaction locations; or (iii) public display and announcement on VIB's website; or (iv) other means determined by VIB and not contrary to applicable law. Even if the customer has registered an email address and/or phone number with VIB, VIB retains the sole right to select any of the above notification methods it deems appropriate, without being obligated to send an email or SMS.

- The Amended Service Fee Schedule shall take effect from the date specified in VIB's notice.

- If the customer does not agree with the Amended Service Fee Schedule, the customer may terminate the use of the service within 10 days from the date of VIB's notice. If the customer does not terminate the use of the service, the customer confirms and agrees that they shall be deemed to have accepted the Amended Service Fee Schedule.

Account Information Inquiry

• Account information may be inquired through the SMS banking balance notification service, Digital Banking, at VIB Branches/Transaction Offices, and via the 24/7 Customer Service Hotline: 19002200. 
• Account information inquiries requiring VIB's confirmation may be subject to fees in accordance with VIB's fee schedule as published on VIB's website or at VIB's transaction locations. 

4.1 Transaction Limits

(i) For customers who are under 15 years of age, have lost or had their civil legal capacity restricted, have difficulties in cognition or behavioral control under Vietnamese law, or are persons with disabilities who are unable to read or sign:

• At VIB Branches/Transaction Offices: Transaction limits are unrestricted and shall not exceed the available balance in the account.
• Transactions via domestic/international debit cards and Digital Banking are not permitted.

(ii) For customers aged 15 to under 18 who have not lost or had their civil legal capacity restricted and do not have difficulties in cognition or behavioral control under Vietnamese law:

• At VIB Branches/Transaction Offices: Transaction limits are unrestricted and shall not exceed the available balance in the account.
• Via domestic and international debit cards: Transaction limits are governed by VIB's card product regulations as amended from time to time.
• Via Digital Banking: Transaction limit is VND 100,000,000 per day.

(iii) For customers aged 18 or above who have not lost or had their civil legal capacity restricted and do not have difficulties in cognition or behavioral control under Vietnamese law:

• At VIB Branches/Transaction Offices: Transaction limits are unrestricted and shall not exceed the available balance in the account.
• Via domestic and international debit cards: Transaction limits are governed by VIB's card product regulations as amended from time to time.
• Via Digital Banking: Transaction limits are governed by VIB's Digital Banking regulations as amended from time to time.

4.2 Scope of Use

Transactions that the customer is permitted to perform on the account include:

• Cash deposits into the account;
• Fund transfers (credit transfers) into the account;
• Cash withdrawals from the account;
• Fund transfers (debit transfers) from the account:
  - Scheduled transfers;
  - One-time transfers.
• Payment services through the account, including: use of payment instruments, cheque payment services, payment orders, credit transfers, direct debits, collection orders, bank cards, fund transfers, collection on behalf, payment on behalf, and other value-added services in compliance with applicable laws.
• For cases where electronic payment transactions are permitted under these Terms and Conditions: cash withdrawals and electronic payment transactions on the account may only be performed after the successful matching of the customer's/legal representative's identity document and biometric information (except for (i) cash withdrawals using a physical domestic or international debit card at an ATM; or (ii) VIB's proactive debit of the customer's account pursuant to a prior written agreement between the customer and VIB for recurring/periodic payments or collection of outstanding/overdue debts, interest, and incurred charges), against:
  + Biometric data stored in the encrypted chip of the customer's/legal representative's Identity Document, verified as having been issued by the Police Authority, or through authentication of the customer's electronic identity account created by the Electronic Identification and Authentication System (for Vietnamese citizen customers/legal representatives); or
  + Biometric data collected through in-person meetings with the customer/legal representative or through authentication of the customer's/legal representative's electronic identity account created by the Electronic Identification and Authentication System (for foreign national customers/legal representatives).
  (hereinafter collectively referred to as "successful biometric verification").
• Payment and cash withdrawal transactions on the account (except for VIB's proactive debit of the customer's account pursuant to a prior written agreement between the customer and VIB for recurring/periodic payments or collection of outstanding/overdue debts, interest, and incurred charges) may only be performed when the identity documents of the customer and the customer's legal representative (if applicable) are valid and unexpired.

4.3 Transaction Channels for Current account Usage

Transactions may only be performed after successful biometric verification of the customer/legal representative, and subject to the transaction conditions applicable to each channel:

- At VIB Business Units (including VIB Business Centers, Branches, and Transaction Offices): Applicable to single-holder and joint current accounts.

- Via domestic and international debit cards: Applicable to single-holder current accounts only.

- Via Digital Banking channels: Applicable only to (i) single-holder current accounts / "OR" joint current accounts; and (ii) accounts where the phone number registered for Digital Banking by the customer/legal representative has been verified to confirm that the subscriber matches the information on that person's identity document.

4.4 FATCA Disclosure and Information Provision

- The customer must provide information and supporting documentation upon request from VIB in accordance with VIB's regulations as amended from time to time and applicable laws for FATCA compliance purposes.

- The customer is responsible for the accuracy and completeness of information provided to VIB and commits to promptly update VIB of any changes.

- The customer agrees that: in the event the customer is unable to provide tax-related or tax-exemption documentation, or is unable to explain or demonstrate that they are not a U.S. taxable person despite the presence of U.S. indicia, VIB reserves the right, at its discretion and in accordance with FATCA regulations, to classify the customer as: (i) a U.S. person, or (ii) a Recalcitrant Account Holder (an account holder who refuses to provide information). VIB reserves the right to apply necessary measures to comply with FATCA, including but not limited to withholding tax at a rate of 30% on withholdable payments of U.S.-source income in accordance with applicable regulations.

- Customers identified as FATCA Reportable Persons agree and authorize VIB to proactively report information on the customer's accounts held at VIB to the U.S. Internal Revenue Service (IRS) as required by the IRS or the competent authority pursuant to the agreement between the IRS and the Government of Vietnam, in compliance with applicable laws.

4.5 Account Usage Authorization

For single-holder accounts / "AND" joint accounts: The account holder may grant a power of attorney subject to the following conditions:

(1) The account holder has completed customer identification verification via KYC by VIB or VIB's Intermediary Party; and

(2) The account holder submits to VIB a written power of attorney together with documents, information, and data as required by VIB to verify the identity of the authorized person; and

(3) The authorized person has rights and responsibilities within the scope of the account holder's authorization and may not sub-delegate to a third party; and

(4) The power of attorney may not be executed prior to the account opening date; and

(5) Both the account holder and the authorized person must be at least 15 years of age, must not have lost or had their civil legal capacity restricted, must not have difficulties in cognition or behavioral control under Vietnamese law; must both be Vietnamese citizens or both be foreign nationals; and must both be residents or both be non-residents; and

(6) The transaction conditions applicable to the authorized person shall follow the regulations currently applicable to the authorizing account holder.

A power of attorney shall only be accepted by VIB when:

(1) The power of attorney is executed in writing on VIB's standard form, at VIB's premises in the presence of the account holder/all joint account holders, the authorized person, and VIB, and is confirmed by VIB; or

(2) The power of attorney is executed in writing bearing the full signatures of the account holder (for single-holder accounts) / all joint account holders (for joint accounts) and the authorized person, and is notarized/certified by a competent state authority or notary practice organization in accordance with applicable laws on authorization, and the authorizing party has authenticated the authorization transaction via VIB's 24/7 Customer Service Hotline: 19002200, and the authorized person has personally authenticated the authorization transaction at VIB.

The account holder may authorize another person to use the account on a per-transaction basis or for a specified period; and may grant partial or full authorization in accordance with applicable laws.

For "AND" joint accounts: Each joint account holder may authorize another person (including the remaining joint account holders) to act on their behalf in using the joint account, subject to the written consent of all remaining joint account holders.

"OR" joint accounts: Authorization transactions are not permitted, including authorization between joint account holders or from a joint account holder to another individual.

Where a power of attorney for account usage has been notarized/certified, the authorizing party and the authorized person commit to revoke the notarized/certified power of attorney in accordance with applicable laws after signing the request to revoke the account usage authorization.

4.6 Use of Joint Accounts

- All joint account holders have equal rights and obligations with respect to the joint account. The use of the joint account requires the consent of all joint account holders regarding the delegation of transaction authority for "AND" or "OR" type joint accounts, and must be conducted in accordance with the commitments and agreements set out in the Joint Individual Customer Current account Opening and Usage Registration Form.

- Each joint account holder shall be jointly and severally liable for all debt obligations arising from the use of the joint account and shall bear full responsibility for the use of such joint account. VIB shall be exempt from liability for all issues arising from and/or related to the agreement, management, and use of the joint account among the joint account holders.

- VIB's notification to one joint account holder regarding the use of the joint account shall be deemed as notification to all other joint account holders.

- "AND" joint accounts do not permit transactions via domestic/international debit cards or Digital Banking channels, and do not permit the use of SMS Banking services.

- "OR" joint accounts do not permit transactions via domestic/international debit cards and do not permit the use of SMS Banking services.

- In the event that one of the joint account holders dies, is declared dead, is declared missing, or loses civil legal capacity, the use of the joint account and the rights and obligations arising therefrom shall be resolved in accordance with applicable laws.

4.7 Account Usage by Minors Under 15, Persons Who Have Lost/Had Their Civil Legal Capacity Restricted, and Persons with Difficulties in Cognition or Behavioral Control

- Transactions via Digital Banking channels are not permitted.

- Account usage by individuals who are under 15 years of age, have lost or had their civil legal capacity restricted, or have difficulties in cognition or behavioral control must be conducted through a legal representative.

- The legal representative shall perform transactions through the account of the person they represent in accordance with civil law provisions on representation.

- The account holder may perform transactions on their own account in the following circumstances:

• The account holder has reached the age of 15 and has not had their civil legal capacity restricted or lost, and does not have difficulties in cognition or behavioral control under Vietnamese law (applicable where the account holder was under 15 at the time of account opening); or
• The account holder provides a valid Court decision confirming that the account holder no longer has lost or restricted civil legal capacity or no longer has difficulties in cognition or behavioral control under Vietnamese law (applicable where the account holder had lost or restricted civil legal capacity or had difficulties in cognition or behavioral control at the time of account opening).

4.8 Account Usage by Persons with Disabilities Who Are Unable to Read or Sign

- Transactions via Digital Banking channels are not permitted.

- Account usage by persons with disabilities who are unable to read or sign may only be performed in the presence of a witness.

4.9 Assignment

Account assignment transactions or the assignment of rights and obligations arising from the account are not permitted.

4.10 Transaction Suspension

VIB shall suspend transactions on the customer's account in the following circumstances:

- Upon request from a competent state authority in accordance with applicable laws.

- In other cases as stipulated by VIB's customer identification and anti-money laundering regulations and applicable laws as amended from time to time.

4.11 Termination of Transaction Suspension

Termination of transaction suspension shall be effected: (i) upon request from a competent state authority; or (ii) in accordance with VIB's customer identification and anti-money laundering regulations and applicable laws as amended from time to time.

4.12 Debit Suspension / Credit Suspension / Account Activity Suspension

VIB reserves the right to suspend debit transactions / credit transactions / all account activity in the following circumstances:

(1) Upon the customer's written request submitted at a VIB Business Unit or via VIB's 24/7 Customer Service Hotline: 19002200. VIB shall decline to suspend debit transactions if the customer has not fulfilled their payment obligations pursuant to an enforcement decision issued by a competent state authority or has not fully repaid outstanding debts owed to VIB; or

(2) When VIB detects discrepancies or abnormalities in the account opening or usage process; or

(3) When VIB has reasonable grounds to suspect the account is involved in fraud, deception, or illegal activities. Specifically:
- VIB detects that the account exhibits indicators of suspected fraud, deception, or illegal activity as defined under VIB's criteria for identifying suspicious accounts, as amended from time to time; or
- VIB receives a written complaint from an organization or individual regarding suspected fraud, deception, or illegal activity associated with the account; or VIB has reasonable grounds to believe that the account is being or may be exploited to conduct fraudulent, deceptive, or criminal transactions, or other illegal activities that cause harm to the legitimate rights and interests of VIB/the customer/third parties.

(4) Upon a written decision or request from a competent authority in accordance with applicable laws; or

(5) When a payment transaction occurs on the customer's current account but VIB is unable to contact the account holder using the contact information provided/registered by the account holder in the account opening and usage file at VIB; or

(6) When the identity document of the customer/customer's legal representative has expired or is no longer valid; or

(7) When no transaction (debit/credit) has occurred on the account for a continuous period of 12 months.

Within 1 business day following the suspension of debit/credit/account activity, VIB shall send a notification to the customer specifying the reason for and duration of the suspension (except in cases where: (i) a competent state authority has instructed VIB in writing not to notify the customer; (ii) the suspension is at the customer's request; or (iii) no transaction has occurred on the account for a continuous period of 12 months). VIB shall notify the customer by one of the following means: written notice, SMS, messaging via service platforms (Zalo/Viber), or email to the address/phone number/email registered by the customer with VIB, or by other means at VIB's sole discretion.

4.13 Termination of Debit Suspension / Credit Suspension / Account Activity Suspension

VIB shall terminate the debit suspension / credit suspension / account activity suspension upon the occurrence of any of the following conditions:

(1) Upon the customer's written request submitted at a VIB Business Unit; or

(2) VIB has reviewed and concluded that there are no discrepancies or abnormalities in the account opening or usage process; or

(3) Upon a written decision/conclusion from a competent state authority confirming that the account is not associated with fraud, deception, or illegal activities; or when VIB determines that the reasonable grounds for believing the account is being or may be exploited for fraudulent, deceptive, criminal, or other illegal activities causing harm to the legitimate rights and interests of VIB/the customer/third parties have ceased to exist; or

(4) Upon a written decision from a competent state authority to terminate the suspension in accordance with applicable laws; or

(5) When VIB has successfully contacted the account holder using the contact information provided in the account opening and usage file at VIB; or

(6) When the customer/customer's legal representative has updated their valid and unexpired identity document at VIB; or

(7) When a credit transaction occurs on the account in the case where the account was suspended due to no transaction activity for a continuous period of 12 months.

When an account is subject to a debit/credit/activity suspension (except where the suspension is pursuant to a written decision or request from a competent authority) but meets the conditions for account closure under these Terms and Conditions, VIB reserves the right to proactively terminate the suspension in order to close the account. VIB shall be exempt from all liability for complaints or claims by the customer and/or third parties arising from VIB's termination of the suspension for the purpose of account closure.

4.14 Account Freeze

VIB reserves the right to freeze part or all of the funds in the customer's account in the following circumstances:

(1) Upon the written request of the customer/customer's authorized representative submitted at a VIB Business Unit or via VIB's 24/7 Customer Service Hotline: 19002200. VIB shall decline to freeze the account if the customer has not fulfilled their payment obligations pursuant to an enforcement decision issued by a competent state authority or has not fully repaid outstanding debts owed to VIB; or

(2) Upon a written decision or request from a competent authority in accordance with applicable laws; or

(3) When VIB detects an erroneous credit to the customer's account, or upon a request for refund from a payment service provider due to an error compared to the original payment instruction of the remitter, following the credit to the customer's account. The frozen amount shall not exceed the amount erroneously credited; or

(4) Upon a written freeze request from one of the joint account holders, unless otherwise agreed in writing between VIB and all joint account holders. VIB shall decline to freeze the joint account if one of the joint account holders has not fulfilled their payment obligations pursuant to an enforcement decision issued by a competent state authority or has not fully repaid outstanding debts owed to VIB; or

(5) Pursuant to a prior written agreement between the customer/customer's legal representative/authorized representative and VIB:
- When VIB detects discrepancies or abnormalities in the account opening or usage process; or
- When VIB has reasonable grounds to suspect the account is involved in fraud or illegal activities. Specifically:
  (i) VIB detects that the account exhibits indicators of suspected fraud or illegal activity as defined under VIB's criteria for identifying suspicious accounts, as amended from time to time; or
  (ii) VIB receives a written complaint from an organization or individual regarding suspected fraud or illegal activity associated with the account; or VIB has reasonable grounds to believe that the account is being or may be exploited to conduct fraudulent or criminal transactions, or other illegal activities that cause harm to the legitimate rights and interests of VIB/the customer/third parties.
- When no transaction (debit/credit) has occurred on the account for a continuous period of 12 months; or
- When the customer has outstanding debts (principal, interest, fees, penalties, and other payables) and other financial obligations that are due or overdue at VIB under agreements/contracts between VIB and the customer. VIB shall freeze the account holder's account from the payment due date; or
- Other cases as stipulated by VIB's customer identification and anti-money laundering regulations and as agreed in writing between the customer and VIB.

(6) Other cases as stipulated by applicable laws from time to time.

The frozen amount in the account shall be preserved and strictly controlled in accordance with the terms of the freeze. The customer may transact normally with the unfrozen portion of the account balance.

Within 1 business day following the account freeze, VIB shall send a notification to the customer or the customer's legal representative specifying the reason for, duration of, and amount subject to the freeze (except in cases where: (i) a competent state authority has instructed VIB in writing not to notify the customer; (ii) the freeze is at the request of the customer/authorized representative; or (iii) the freeze is pursuant to a prior written agreement between the customer/authorized representative and VIB). VIB shall notify the customer or the customer's legal representative by one of the following means: written notice, SMS, messaging via service platforms (Zalo/Viber), or email to the address/phone number/email registered by the customer or the customer's legal representative with VIB, or by other means at VIB's sole discretion.

4.15 Termination of Account Freeze

VIB shall terminate the account freeze upon the occurrence of any of the following conditions:

(1) Upon the written request of the customer/authorized representative submitted at a VIB Business Unit; or

(2) Upon a written decision from a competent state authority to terminate the freeze in accordance with applicable laws; or

(3) VIB has resolved the error or discrepancy in the payment transfer; or

(4) Upon the written request of all joint account holders to terminate the freeze, or pursuant to a prior written agreement between VIB and all joint account holders; or

(5) Pursuant to a prior written agreement between the customer/authorized representative and VIB:
- VIB has reviewed and concluded that there are no discrepancies or abnormalities in the account opening or usage process; or
- Upon a written decision/conclusion from a competent state authority confirming that the account is not associated with fraud or illegal activities; or when VIB determines that the reasonable grounds for believing the account is being or may be exploited for fraudulent, criminal, or other illegal activities causing harm to the legitimate rights and interests of VIB/the customer/third parties have ceased to exist; or
- When a credit transaction occurs on the account in the case where the account was frozen due to no transaction activity for a continuous period of 12 months; or
- When the account holder has fully settled all outstanding debts (principal, interest, fees, penalties, and other payables) and other financial obligations to VIB under agreements/contracts between VIB and the customer.
When an account is frozen at the request of the customer/authorized representative and (i) a competent state authority issues a request to debit the account for enforcement of an administrative penalty decision, enforcement of a judgment, tax collection order, or other payment obligations under applicable laws, or (ii) there is a request to debit the account to fulfill the customer's debt obligations to VIB, VIB reserves the right to proactively terminate the freeze to debit the account pursuant to the written request of the competent state authority or to settle the debt obligations to VIB, after which VIB shall reinstate the freeze in accordance with these provisions. VIB shall be exempt from all liability for complaints or claims by the customer and/or third parties arising from VIB's termination of the freeze to debit the account pursuant to a decision of a competent state authority or to settle debts owed to VIB.

(6) Other cases as stipulated by applicable laws from time to time.

5.1 Account Closure Shall Be Effected When:

• The customer/customer's legal representative/authorized representative submits a written request on VIB's current standard form and has fulfilled all obligations related to the account, including:
  • (1) All debt obligations (principal, interest, fees, penalties, and other payables) of the customer to VIB;
  • (2) All service fees related to the use and closure of the account;
  • (3) All other financial obligations of the customer to VIB under agreements/contracts between VIB and the customer;
  • (4) Return of all unused cheques to VIB (if any).
• Closure of a joint account ("AND" or "OR" type) requires the consent of all account holders.
• The account holder is deceased or has been declared dead;
• The customer violates the prohibited acts relating to current accounts as stipulated in Clauses 5 and 8, Article 8 of Decree No. 52/2024/ND-CP on Non-Cash Payment (including any amending, supplementing, or replacing legal instruments from time to time), specifically:
  • (i) The customer/legal representative/authorized representative uses forged documents or impersonates another person to open or maintain an anonymous or impersonated current account; uses the current account for fraudulent, deceptive, or other illegal purposes such as buying, selling, renting, leasing, borrowing, or lending current accounts; stealing, colluding to steal, buying, or selling current account information;
  • (ii) The customer/legal representative/authorized representative performs, organizes, or facilitates: the use or exploitation of current accounts for gambling, organizing gambling, fraud, deception, illegal business activities, or other violations of law.
• Pursuant to a prior written agreement between the customer/legal representative/authorized representative and VIB:
  • The account holder breaches their commitments or agreements under the Account Opening and Usage Agreement with VIB;
  • The account is suspected of fraud, deception, or illegal activity, including the following cases:
    • (i) VIB detects discrepancies or abnormalities between the customer's identification information and the customer's biometric characteristics, and (a) the customer fails to appear at a VIB Business Unit and/or fails to provide documents, information, and data for re-verification of customer identification within the period notified by VIB; or (b) the customer appears at a VIB Business Unit for re-verification but the re-verification is unsuccessful; or
    • (ii) VIB detects that the current account exhibits indicators of suspected fraud, deception, or illegal activity as defined under VIB's criteria for identifying suspicious current accounts, as amended from time to time, and (a) the customer fails to appear at a VIB Business Unit within the period notified by VIB; or (b) the customer appears at a VIB Business Unit but is unable to provide documentation proving that the transactions on the current account are valid, lawful, and that the funds are the legitimate property of the current account holder; or
    • (iii) The customer's information does not exist or does not match the information in the National Population Database.
• (i) The account balance falls below the minimum balance stipulated by VIB from time to time, and no credit/debit transaction has occurred for a continuous period of 12 months; and (ii) after deducting fee debts, the remaining account balance is ≤ 0; and (iii) the customer has no active savings passbooks, term deposit agreements, or certificates of deposit; and (iv) the account has never been linked to loan repayment collection, or has been linked but the loan has been fully settled (hereinafter referred to as an "inactive account");
• The account was newly opened and no credit/debit transaction has occurred for a continuous period of 365 days from the opening date;
• The account has a customer-selected account number and does not belong to a salary account package as stipulated by VIB (Salary Account Package), and no transaction has occurred within 30 days from the account opening date;
• The account has a customer-selected account number and VIB has been unable to collect the full account opening fee over 6 consecutive monthly collection cycles on the 6th of each month, commencing from month T+2 (where T is the month of account opening);
• The account was opened prior to October 1, 2024, and the customer has not updated or supplemented documents, information, and data in accordance with Article 12 of Circular No. 17/2024/TT-NHNN before January 1, 2026;
• Other cases as set forth in these Terms and Conditions and in accordance with applicable laws.

5.2 Account Closure Procedures — Upon Customer's/Legal Representative's/Authorized Representative's Request or Upon the Death or Declaration of Death of the Account Holder

To be carried out in accordance with VIB's regulations as amended from time to time.

5.3 Account Closure Procedures — VIB-Initiated Account Closure

Prior to closing an inactive account or an account with no transactions since opening, VIB shall send a notification to the customer/customer's legal representative at least 10 business days in advance; for accounts suspected of fraud, deception, or illegal activity, at least 5 business days in advance; or within 10 business days after closure for all other cases (unless otherwise required by law, by a competent state authority, or by the customer's written request). VIB shall notify the customer/customer's legal representative at the address/email/phone number registered with VIB, in the following order of priority:

• (1) Email notification if the customer/legal representative has registered an email address; or
• (2) SMS/messaging via service platforms if the customer/legal representative has not registered an email address; or
• (3) Written notice to the customer's/legal representative's registered current residential address if the customer/legal representative has not registered an email address and/or phone number.

If the customer/legal representative fails to complete the account closure procedures within the period specified in VIB's notification, VIB shall proactively:

• (1) Close the customer's account; and
• (2) Cancel all cards and products/services linked to the account; and
• (3) Dispose of the remaining account balance in the following order of priority:
  • (i) Automatically debit to settle the customer's outstanding and overdue debt obligations to VIB, including: outstanding loans and accrued interest, service fees related to the use and closure of the account, and other financial obligations of the customer to VIB; and
  • (ii) Disburse pursuant to a valid Court order or decision of a competent state authority;
  • (iii) Any remaining balance (if any) shall be held in VIB's "Custodial Funds" account and shall cease to accrue interest from the date of account closure. After a period of 5 years from the date of account closure, if the customer, their heir, heir's representative, or legal representative fails to appear at VIB to claim the remaining balance, and (a) VIB has not received an official letter from a competent state authority requesting disposal of the account balance (applicable specifically to accounts closed due to suspected fraud, deception, or illegal activity) and (b) VIB's re-verification of the customer's identification is unsuccessful (applicable specifically to cases where the customer is suspected of having used false information to open a current account at VIB), VIB shall be entitled to recognize the remaining balance as extraordinary income in accordance with applicable laws.

VIB shall reclaim the account number and reassign it to another customer on the next business day(s) following VIB's proactive account closure in the following cases:

• (i) The account does not belong to a Salary Account Package and no transaction has occurred within 30 days from the account opening date; or
• (ii) The current account has insufficient balance for VIB to collect the full account opening fee over 6 consecutive monthly collection cycles on the 6th of each month, commencing from month T+2 (where T is the month of account opening).

After the account is closed, if the customer wishes to use an account, the customer must complete the procedures to open a new account.

6.1 Rights of the Customer

• To use the available balance in their account to execute lawful and valid payment orders.
• To select and agree to use payment instruments, services, and payment utilities provided by VIB.
• To authorize another person to use the account in accordance with these Terms and Conditions and applicable laws on authorization.
• To request VIB to execute lawful and valid payment orders.
• To request VIB to provide information on the account, transactions, and account balance through the inquiry methods set out in these Terms and Conditions.
• To request VIB to freeze/suspend debit/suspend credit/suspend account activity, terminate freeze/debit suspension/credit suspension/account activity suspension, or close the account when necessary and in accordance with applicable laws and VIB's regulations.
• To notify VIB of any dispute arising among joint account holders regarding the joint account.
• To receive notification from VIB when the account is closed, frozen, or subject to debit/credit/activity suspension.
• To request VIB to provide guidance on safe account management and usage, and to address and resolve inquiries and complaints arising during account opening and usage.
• Other rights as set forth in these Terms and Conditions, applicable laws, or prior written agreements between the account holder and VIB that are not contrary to applicable laws.

6.2 Obligations of the Customer

• To comply with applicable laws and VIB's regulations/guidelines on account opening and usage (including but not limited to: the preparation of payment orders, use of payment instruments, and execution of payment transactions through the account).
• To provide complete, accurate, and consistent information and documentation to VIB and to promptly update VIB of any changes to the account file and any additional information required by VIB. The customer shall bear full responsibility for any risks arising from incomplete, inaccurate, or untimely provision or update of information, and for any losses caused by their own errors.
• To comply with VIB's Customer Identification and Anti-Money Laundering and Counter-Terrorism Financing Regulations as amended from time to time.
• To ensure eligibility as an account applicant as stipulated under the "Eligible Account Applicants" section of the "Account Opening" criteria in these Terms and Conditions.
• To conduct transactions on the account within the transaction limits stipulated by VIB from time to time.
• To ensure that the account is opened and used based on the customer's own needs, unrelated to any legal arrangement as defined under anti-money laundering laws, and to bear full responsibility for such transactions.
• To ensure that the account is not owned or controlled by any other individual.
• Where the customer registers for Digital Banking transactions, the customer must ensure that the subscriber information for the phone number of the customer/legal representative matches the information on that person's identity document.
• To promptly notify VIB upon discovering any errors or discrepancies in their account or suspecting that their account is being exploited. The customer must immediately notify VIB of any changes to the information declared in the Account Opening and Usage Registration Form at VIB, FATCA-related information, and other information relevant to account opening and usage. The account holder shall bear full responsibility for any losses or damages arising from delayed notification.
• To immediately refund to VIB, or to cooperate with VIB in refunding, upon VIB's request, any amounts erroneously credited to the customer's account and any other erroneous credit transactions for which the customer cannot demonstrate legitimate ownership. By this document, the customer voluntarily consents to VIB's automatic debit of such amounts without prior notice or consent from the customer.
• To maintain the minimum balance in the account as required by VIB and to ensure sufficient available balance to execute payment orders.
• To review and fully pay all fees related to the opening and use of the account and all products/services linked to the account in accordance with VIB's fee schedule as amended from time to time, as published on VIB's website, at VIB's premises, or at any VIB transaction location, or by other means determined by VIB in compliance with applicable laws. By this document, the customer irrevocably authorizes VIB to automatically debit such fees from the customer's account.
• To bear full responsibility for any losses arising from errors or exploitation/fraud in the use of payment services through the account due to the customer's own fault.
• Not to open or maintain anonymous or impersonated accounts; not to steal, collude to steal, buy, or sell account information. Not to buy, sell, rent, lease, or lend their account; not to use the funds in their account for illegal payment transactions. Not to use the account for money laundering, terrorism financing, fraud, deception, or other illegal activities.
• Not to perform, organize, or facilitate: the use or exploitation of the account for gambling, organizing gambling, fraud, deception, illegal business activities, or other violations of law.
• Where the customer uses payment services through the account to pay service providers, the customer commits to bearing responsibility for transactions involving inaccurate information such as: service codes, payment codes, payment amounts, payment timing, and/or other information; and the customer shall be responsible for independently resolving disputes arising from such inaccurate information; and shall bear responsibility for repeated payment transactions on the account and other matters between the customer and the service provider at any time, including before, during, and after VIB has transferred funds to the service provider's account.
• To confirm, upon VIB's request, the source of funds on inbound international wire transfers to the customer's account in the following cases: (i) the wire transfer message indicates that the transaction is a capital transaction; or (ii) the wire transfer message indicates that the transaction is a foreign loan but does not clearly specify whether it is a short-term or medium/long-term loan.
• By this document, the customer unconditionally and irrevocably consents to VIB's right to automatically withhold or deduct withholdable payments of U.S.-source income from the credit balance of the customer's account in accordance with FATCA regulations. Where applicable, the withheld/deducted amount shall be remitted (i) directly to the relevant competent authority or (ii) through VIB in accordance with the requirements of the relevant competent authority and to the extent permitted by Vietnamese law.
• The customer commits to bearing responsibility for all transactions related to the account performed by the customer's legal representative or authorized representative.
• Other obligations as set forth in these Terms and Conditions, applicable laws, or other written agreements between the account holder and VIB that are not contrary to applicable laws.

7.1 Rights of VIB

• To require the customer to re-verify their identification information to convert the account opening method from eKYC to KYC if a transaction exceeds the debit transaction limit for eKYC accounts, or in other cases as stipulated by applicable laws and VIB's regulations.
• To proactively debit (charge) the balance of all of the customer's accounts at VIB in the following cases:
  • (1) To settle recurring/periodic payments or to collect outstanding/overdue debts, interest, and other financial obligations of the customer to VIB, and charges incurred in the course of account management and the provision of VIB's payment services. VIB shall notify the account holder of such debits.
  • (2) Pursuant to a written request from a competent state authority for enforcement of an administrative penalty decision, enforcement of a judgment, tax collection order, or other payment obligations under applicable laws. VIB shall notify the account holder accordingly.
  • (3) To correct items that have been incorrectly posted, posted with an incorrect nature, or inconsistent with the account's designated purpose under applicable laws. VIB shall notify the account holder accordingly.
  • (4) Upon discovery of an erroneous credit to the customer's account, or upon a request to reverse a credit transfer from a payment service provider that has identified an error compared to the original payment instruction of the remitter. VIB shall notify the account holder of such debits.
  • (5) To debit amounts owed by the customer to VIB and any fees immediately upon their arising in connection with the resolution of disputes between the customer and VIB.
  • (6) In cases involving fraud, deception, or erroneous transfers upon a conclusion by a competent state authority.
  • (7) Other cases as agreed in writing between VIB and the customer or as stipulated by applicable laws.
• To suspend debit/credit/account activity in cases consistent with the provisions of Section 4.12.
• To refuse to execute payment orders/withdrawals/other transactions (including electronic payment transactions) of the customer in the following cases:
  • (1) The customer has not fulfilled all procedural requirements for payment; or the payment order is not lawful or valid; or the elements of the payment order do not match the information registered in the account opening file; or the payment order is inconsistent with the account opening and usage agreements between VIB and the customer.
  • (2) The account has insufficient balance to execute the payment order.
  • (3) Upon a written request from a competent state authority under applicable laws, or where there is evidence that the payment transaction is intended for money laundering or terrorism financing under anti-money laundering laws.
  • (4) The account is closed, fully frozen, or partially frozen where the unfrozen portion has insufficient balance to execute the payment order.
  • (5) The account holder violates the prohibited acts stipulated in Article 8 of Decree No. 52/2024/ND-CP (including any amending, supplementing, or replacing legal instruments).
  • (6) When VIB detects discrepancies or abnormalities in the account opening or usage process.
  • (7) When VIB has reasonable grounds to suspect the account is involved in fraud or illegal activities, specifically:
    • (i) VIB detects that the account exhibits indicators of suspected fraud, deception, or illegal activity as defined under VIB's criteria for identifying suspicious accounts, as amended from time to time.
    • (ii) VIB receives a written complaint from an organization or individual regarding suspected fraud, deception, or illegal activity associated with the account; or VIB has reasonable grounds to believe that the account is being or may be exploited to conduct fraudulent, deceptive, or criminal transactions, or other illegal activities that cause harm to the legitimate rights and interests of VIB/the customer/third parties.
  • (8) The account holder refuses to provide information or provides incomplete information for customer identification purposes as required by VIB, or where there is doubt as to the truthfulness of the information and the purpose of transactions subject to enhanced monitoring under anti-money laundering laws.
  • (9) When a payment transaction occurs on the account but VIB is unable to contact the customer using the contact information provided/registered by the customer with VIB.
  • (10) Other cases as stipulated by applicable laws.
• To establish security and safety measures for payment transactions as required and appropriate to VIB's operational characteristics:
  • (1) To require the customer to provide complete and accurate information and documentation when applying to open and use an account and related products/services at VIB.
  • (2) To verify the phone number of the account holder/legal representative with competent authorities, telecommunications carriers, or any relevant third parties to ensure it matches the subscriber information.
  • (3) To temporarily suspend all account-related notifications from VIB to the customer when VIB has evidence that the email address and/or phone number registered by the customer with VIB does not belong to the customer.
• To apply the maximum penalty permitted by law if the customer violates the account usage provisions agreed upon in these Terms and Conditions.
• To refuse the account holder's/joint account holder's request to freeze/suspend debit transactions/close the account if the account holder/joint account holder has not fulfilled their payment obligations pursuant to an enforcement decision issued by a competent state authority or has not fully repaid outstanding debts owed to VIB.
• To proactively return inbound payment transfer orders to the remitting bank where the information on the inbound payment transfer order does not match the customer's information or account details at VIB.
• To proactively return inbound payment transfer orders to the remitting bank where the transferred amount is in foreign currency but the receiving account is a Vietnamese Dong account; or to purchase the entire foreign currency amount transferred at VIB's telegraphic transfer buying rate on the payment date and credit the equivalent Vietnamese Dong amount to the customer's Vietnamese Dong account on the same payment date, if the customer wishes to buy/sell foreign currency with VIB.
• To decline to perform or to delay the performance of VIB's obligations under these Terms and Conditions in the event of system processing or communication failures caused by a third-party service provider to VIB, or for any reason beyond VIB's control, or for the purpose of ensuring safety and mitigating risks for the customer. In such cases, the customer agrees to bear all risks and actual losses arising therefrom.
• To decline to fulfill the customer's account-related requests, to retain evidence, and to immediately notify the competent authority for review and handling, in the event VIB discovers that the customer has violated applicable laws or agreements executed with VIB, or exhibits signs of legal violations.
• To provide detailed account information to competent state authorities upon request in accordance with applicable laws and FATCA regulations. The customer agrees that information relating to the customer's account(s) may be reported by VIB directly (or indirectly) to the IRS or the competent state authority pursuant to the agreement between the IRS and the Government of Vietnam, or in other jurisdictions to the extent permitted by Vietnamese law.
• To provide account balance information to the legal representative, heir (or heir's representative) of the customer upon the customer's death or declaration of death. If the heir has not yet provided the inheritance disbursement documentation as required by VIB from time to time, VIB shall only provide account information of the customer upon the request of the customer's biological father/mother/spouse/biological child aged 18 or above, for the purpose of completing the inheritance declaration procedures.
• To decline to perform the commitments and obligations under these Terms and Conditions if such performance would cause VIB to be in violation of applicable laws or FATCA regulations.
• To require the customer to confirm the source of funds on inbound international wire transfers to the customer's account in the following cases: (i) the wire transfer message indicates that the transaction is a capital transaction; or (ii) the wire transfer message indicates that the transaction is a foreign loan but does not clearly specify whether it is a short-term or medium/long-term loan.
• To reassign the customer's account number to another customer if, at the time of closure, the account: (i) does not belong to a Salary Account Package and no transaction has ever occurred within 30 days from the account opening date; or (ii) VIB has been unable to collect the full account opening fee over 6 consecutive monthly collection cycles on the 6th of each month, commencing from month T+2 (where T is the month of account opening).
• To proactively cancel all products and services linked to the account (including any Account Package) that the account holder has registered for/is participating in at VIB, if the account holder no longer holds any other account at VIB. The account holder hereby agrees to hold VIB harmless from all liability in connection with VIB's proactive cancellation of all linked products and services in such circumstances.
• Other rights as set forth in these Terms and Conditions, applicable laws, or other written agreements between the account holder and VIB that are not contrary to applicable laws.

7.2 Responsibilities of VIB

• To comply with applicable regulations on service provision to customers in accordance with these Terms and Conditions, VIB's internal regulations, and applicable laws.
• To maintain and update complete specimen signatures of the account holder as registered, for verification purposes during account usage.
• To promptly credit the customer's account with inbound payment transfer orders and cash deposits; to refund amounts erroneously debited from the customer's account; and to cooperate in refunding amounts confirmed as erroneously credited to the customer's account upon the request of the payment service provider serving the remitter, due to an error compared to the original payment instruction.
• To provide the account holder with complete and timely information on account balances, transactions, transaction documents, and account freeze/debit suspension/credit suspension/account activity suspension, and to be responsible for the accuracy of such information. VIB shall notify the customer by one of the following means: written notice, SMS, or email to the address/phone number/email registered by the customer with VIB.
• To periodically update customer information or when the customer notifies VIB of changes to the account opening file, or when there is doubt as to the accuracy and completeness of previously collected customer identification information, and to promptly update and re-verify customer identification information when: (i) the customer is identified as high-risk under VIB's regulations as amended from time to time; or (ii) the customer exhibits suspicious indicators under the Anti-Money Laundering Law; or (iii) VIB has reasonable grounds to doubt the validity of documents in the customer's account opening file previously collected; or (iv) the customer's information appears on a blacklist under anti-money laundering laws, on the list of suspected fraud/deception/illegal activity maintained by the State Bank of Vietnam's payment fraud risk management and monitoring information system, or on the list of customers suspected of fraud/deception/illegal activity provided by the Ministry of Public Security and other competent authorities (if any); or (v) the account/account holder information is inconsistent with the data held by competent authorities.
• To retain and archive account files and transaction documents in accordance with applicable laws.
• To maintain the confidentiality of information relating to the account, account transactions, and the customer's personal information and data in accordance with these Terms and Conditions and applicable laws. VIB is responsible for protecting the customer's personal information and data, shall not use the customer's personal information and data for unlawful purposes, and shall not transfer the customer's personal information and data to third parties without the customer's consent, except as required by a competent authority or as stipulated by law.
• To fully and promptly execute payment orders after verifying the legality and validity of the payment order and the customer's account usage requests in accordance with applicable laws and the agreements between VIB and the customer; to verify the customer's payment orders to ensure they are properly prepared, lawful, valid, and consistent with the information registered at VIB; and to provide complete and timely services and payment instruments necessary to meet the customer's transaction needs.
• To guide the customer in complying with the regulations on account opening documentation, transaction documentation, safe account usage, correct use of the current account number and account name in the account opening and usage agreement when conducting payment transactions, to inform and explain to the customer the prohibited acts in account opening and usage, and to promptly address and resolve the customer's inquiries and complaints regarding account opening and usage in accordance with VIB's regulations as amended from time to time.
• To resolve the customer's inquiry and dispute requests related to the use of services in accordance with these Terms and Conditions and applicable laws.
• To bear responsibility for losses in the following cases:
  • (i) Losses caused by VIB's errors or negligence, including failure to comply with applicable laws on security and safety in service provision;
  • (ii) Losses caused by VIB's failure to comply with the requirements of a competent authority regarding the handling of fraud, deception, or illegal activities;
  • (iii) Losses caused by VIB's failure to apply the remedial measures stipulated in its internal risk management regulations for account opening and usage upon receipt of a notification from a competent authority regarding the account holder's or account's involvement in fraud, deception, or illegal activities.
• To notify the customer of changes to VIB's regulations on minimum account balance, interest rates on account balances, the expiry date of the Identity Document in the account opening file, and other necessary information during account usage, by: (i) written notice, email, or SMS/messaging via service platforms (Zalo/Viber/…) to the address/email/phone number registered by the customer with VIB; or (ii) posting at VIB's transaction locations; or (iii) public display and announcement on VIB's website; or (iv) other means determined by VIB and not contrary to applicable law. Even if the customer has registered an email address and/or phone number with VIB, VIB retains the sole right to select any of the above notification methods it deems appropriate, without being obligated to send an email or SMS.
• To comply with applicable laws on anti-money laundering and countering the financing of terrorism (AML/CFT), and not to engage in any prohibited acts relating to the opening and use of payment accounts specified in Article 8 of Decree No. 52/2024/ND-CP.
• Other responsibilities as set forth in these Terms and Conditions, applicable laws, or other written agreements between VIB and the customer that are not contrary to applicable laws.

• Immediately upon discovering that the Customer's account or account information has been stolen, or upon suspecting that the account has been misused (collectively, a "Compromised Account"), the Customer must promptly notify VIB of the Compromised Account and request VIB to block the account, suspend debits, suspend credits or suspend the operation of the account. The Customer may do so at any VIB branch or business unit, or by calling VIB's 24/7 Customer Service Hotline (calls are recorded) at the number published on VIB's website. Following such notification, the Customer must formally confirm the notification to VIB in writing. Upon receipt of the Customer's notification, VIB shall block, suspend debits on, suspend credits to or suspend the operation of the Compromised Account at the time the notification is received. VIB shall also coordinate with relevant parties to take other necessary measures to prevent potential losses. VIB shall then notify the Customer that the Compromised Account has been blocked, or that debits, credits or operation of the account have been suspended, by email or SMS to the email address or mobile phone number registered by the Customer with VIB.
• The Customer agrees that any transaction on the Compromised Account executed before VIB blocks the account, or suspends debits, credits or operation of the account, at the Customer's (written) request shall be deemed valid and authorised by the Customer. Where any transaction arises on the Compromised Account before VIB notifies the Customer that the account has been blocked or that debits, credits or operation of the account have been suspended, the Customer acknowledges and agrees that: (i) the Customer shall bear all losses arising from transactions on the Compromised Account; and (ii) the Customer shall pay VIB all fees and other financial obligations arising from transactions on the Compromised Account before VIB confirms that the account has been blocked or that debits, credits or operation of the account have been suspended. 
• Where any transaction arises on the Compromised Account after VIB has notified the Customer that the account has been blocked or that debits, credits or operation of the account have been suspended, VIB shall bear the losses arising from transactions on the Compromised Account after the time of such notification.

• A transaction inquiry or complaint from the Customer shall be deemed valid only when the Customer confirms it by: (1) submitting an Inquiry and Complaint Request Form in VIB's prescribed template; and (2) providing VIB with the supporting documents VIB requests for processing the inquiry or complaint, within 60 days from the date the inquiry or complaint request arises, as the official basis for VIB to process it. The Customer shall pay the inquiry and complaint fee prescribed by VIB from time to time. Such fee shall not contravene applicable laws and shall be published on VIB's website, at VIB's head office or any VIB transaction point, or by any other means determined by VIB in accordance with applicable laws. After the 60-day period above, VIB will continue to assist in resolving the Customer's inquiry or complaint. However, the outcome will depend on the goodwill of the relevant parties, and the Customer shall bear all losses arising from the delay in submitting the inquiry or complaint. VIB shall decline to process any inquiry or complaint submitted more than 90 days after the transaction date (including Saturdays, Sundays and public holidays).
• VIB shall respond to the Customer's transaction inquiry or complaint within a maximum of 30 working days from the date VIB receives a valid inquiry or complaint from the Customer. If VIB is found to be at fault, VIB shall, within 05 working days from the date it notifies the Customer of the outcome, compensate the Customer for the losses to which the Customer is entitled under these Terms and Conditions and applicable laws. If, upon expiry of the processing period, the cause or the party at fault still cannot be determined, VIB shall, within the following 15 working days, agree with the Customer on a resolution.

• The Customer hereby agrees that VIB has the right to amend these Terms and Conditions (the "Amended Terms and Conditions"). VIB shall notify the Customer by one of the following means: (i) a written notice, email, SMS or message via messaging services (Zalo, Viber) sent to the address, email address or mobile phone number registered by the Customer with VIB; (ii) a notice posted at VIB's transaction points; (iii) a notice displayed or published on VIB's website; or (iv) any other means determined by VIB. The Amended Terms and Conditions shall take effect from the date specified in VIB's notice.
• If the Customer does not agree with the Amended Terms and Conditions, the Customer may terminate the use of the Account, the products and services linked to the Account, and all Account-related benefits and services at VIB within 15 days from the date of VIB's notice. If the Customer does not terminate the use of the Account and the linked products and services at VIB, the Customer acknowledges and agrees that the Customer shall be deemed to have accepted the Amended Terms and Conditions. The Customer's continued use of the Account and the linked products and services at VIB after the Amended Terms and Conditions take effect shall constitute conclusive evidence of the Customer's acceptance of, and agreement to be bound by, such amendments. The Customer is responsible for monitoring and keeping up to date with these Terms and Conditions, and for maintaining the means, tools and contact details necessary to receive information notified by VIB.

• The Parties confirm that these Terms and Conditions and their appendices (if any), together with the Application for Opening and Using an Individual Payment Account at VIB, shall constitute an Agreement on the Opening and Use of the Customer's Account with VIB, binding the obligations of both Parties in respect of the opening and use of the Account.
• The Parties undertake to strictly comply with these Terms and Conditions and any Amended Terms and Conditions and appendices (if any). Any dispute arising in the course of performance shall be resolved by the Parties through negotiation and conciliation. If negotiation or conciliation fails, either Party shall have the right to refer the dispute to a competent court for resolution.