FAQs list for Money transaction

Step 1: Receive the transaction code (8 characters) from the sender.
Step 2: Go to any MoneyGram agent location worldwide.
Step 3: Present your personal identification documents and the transaction code to the MoneyGram agent.
Step 4: Complete the money receipt form and receive the money, free of charge.

The transfer fee will depend on the regulations of the bank and the money transfer agent in the foreign country.
Please refer to the current fee schedule of Vietcombank for more details.

When coming to deposit money, customers should bring their personal identification documents with photos, such as Citizen Identification Card/National ID Card/Passport. Additionally, accurate information about the recipient must be provided, including full name, address, phone number (if available), bank account number (if available), National ID Card/Passport number.

Please note that depending on the requirements of each money transfer agent and the regulations of the USA, customers may be asked to provide additional necessary documents.

To reconcile completed transactions, you should contact either deposit transaction office or contact Vietcombank Customer Service Center at 1900 54 54 13.

To get detailed information about the status of your money transfer, please call us at 1900 54 54 13 within Vietnam, or directly contact any Vietcombank transaction offices/branches. Additionally, you can proactively reach out to the sending bank and request them to check the status of the transaction through the banking channels for prompt corrections in case of any discrepancies. If you have the Money Transfer Receipt, using this method will be more effective and faster.

To receive money transferred to Vietcombank, you need to follow these steps:

• Step 1: Inform the sender about the recipient's information at Vietcombank:
To receive via account: Vietcombank account number, account holder's name.
To receive in cash directly at Vietcombank (if you don't have an account): Valid personal identification documents.
• Step 2: Receive the money at Vietcombank after the sender has completed the transfer:
To receive via account: The money will be credited directly to your account, and you can check the balance on VCB Digibank.
To receive cash at Vietcombank: Bring your valid personal identification documents to any Vietcombank transaction point to receive the money.

Customers can only transfer money to the account of the beneficiary at another bank through the VCB ATM using the beneficiary's card number:
Step 1: Select "Transfer money"
Step 2: Choose "Transfer to card"
Step 3: Enter the card number of the beneficiary at the other bank.

If a cardholder attempts to withdraw money at a Vietcombank ATM, the transaction fails, but the account is debited, Vietcombank will refund the money to the customer even if they do not request an investigation. The specific refund process is as follows:

1. For domestic cards:
- Vietcombank cards (both domestic and international payment cards): Vietcombank will refund the customer within 4 working days from the date of ATM cash reconciliation.

- Cards from other banks:
If Vietcombank receives a report from Napas: Vietcombank will refund to the card issuing bank within 4 working days from the date of ATM cash reconciliation / identification of transaction discrepancies through Napas. The refund period for the cardholder depends on each specific bank.
- If Vietcombank does not receive any report from Napas: The funds in error will still be monitored at the card issuing bank, and the refund to the cardholder will entirely depend on that bank.

Therefore, for transactions with cards from other banks, customers should actively investigate with their card issuing banks to receive the refund as quickly as possible.

2. For international cards:

- International credit cards issued by Vietcombank:
+ If the transaction does not appear on the statement and only the hold amount is deducted: The held amount will be refunded within 5 days from the date of the transaction. The credit limit will be restored.
+ If the transaction has appeared on the statement: For transactions with excess branch’s ATM, the refund will be made to the cardholder within 6 working days from the date of ATM cash reconciliation. For transactions with insufficient funds at the ATM, the refund will be made to the cardholder within 7 working days from the date of the faulty transaction. The cardholder will not bear any interest and cash withdrawal fees for transactions with errors at the ATM.

- For international cards issued by other banks:
+ If the transaction is unsuccessful and the cardholder has not been debited but only the credit limit is deducted/put on hold: if the cardholder informs Vietcombank, the branch will send a code cancellation request to Vietcombank’s Retail Banking Operation Management Center. Retail Banking Operation Management Center will then send the cancellation request to card issuing bank, and the refund will depend on the specific card issuing bank's policy.
+ If the transaction is unsuccessful and the cardholder has been debited/charged: If the transaction has been settled by Vietcombank's Internation Card Scheme, for transactions with surplus funds at branch’s ATM, the refund will be made within 6 working days from the date of ATM cash reconciliation. For transactions with insufficient funds at the ATM, the refund will be made within 7 working days from the date TCTQT settles the transaction for Vietcombank. If the transaction has not been settled by International Card Scheme, and the cardholder reports being debited, the branch will send a code cancellation request to Retail Banking Operation Management Center. Retail Banking Operation Management Center will then send the cancellation request to card issuing bank, and the refund will depend on the issuing bank.
- For international cards issued by other banks, in cases where Vietcombank does not receive payment from International Card Scheme, the cardholder should investigate with issuing bank, and the refund will follow the policy of issuing bank."

• Fee for over-the-counter transfers: see here
• Fee for transfers on VCB Digibank: free

Once the money transfer transaction is completed, the bank will not notify the sender that the recipient has received the money. If the sender requests it, the bank will check and provide information on the status of the money transfer, or the recipient can actively inform the sender when they receive the money.