As widely informed to our valued customers, starting from July 1, 2024, following Decision No. 2345/QĐ-NHNN dated December 18, 2023, by the State Bank of Vietnam, Vietcombank will implement biometric authentication for certain types of online transactions. During the initial implementation phase, taking advantage of the situation where some customers face difficulties in updating their biometric information, fraudsters have been IMPERSONATING BANK EMPLOYEES to contact customers, offering "assistance" with biometric setup to steal customers' assets and information.

Common Scam Tactics Currently Employed:

• Contacting Customers: Fraudsters contact customers through phone calls, text messages, or social media (Zalo, Facebook, etc.) to guide them in collecting biometric information.
• Creating Confusing Nicknames: They create confusing nicknames like "Bank Employee" or "Customer Support" and interact with customer comments under official bank posts on social media to suggest private contact (inbox) in an attempt to lure customers into sharing banking service information.
• Requesting Personal Information: Fraudsters ask customers to provide personal information, bank account details, ID card photos, and facial images under the guise of offering support. They may even request video calls to collect voice and gestures.
• Sending Suspicious Links: Customers are asked to click on strange links to download and install applications that supposedly support biometric information collection on their phones.

Once the fraudsters obtain customer information, they proceed to steal money from the customers' bank accounts.

Vietcombank's Recommendations to Customers:

• Information Protection: Vietcombank DOES NOT request personal information via phone calls, SMS, email, or chat apps (Zalo, Viber, Facebook Messenger). Customers should NEVER CLICK ON LINKS or PROVIDE sensitive account information, digital banking service details (username, password, OTP), card information (card number, OTP), or any other confidential banking service information.
• Avoid Sharing Information: Customers should NOT SHARE personal information, banking service details, or transaction information on social media to avoid being exploited by scammers posing as bank staff requesting support or information, which can lead to fraud and account theft.

Assistance for Biometric Updates:

In case of difficulties during the biometric information update process or when performing biometric authentication for online transactions, customers can follow these steps:

1. Reference Guides: Refer to biometric information collection guides available here.
2. FAQs: Check the "Support >> Frequently Asked Questions" section on VCB Digibank or the biometric information collection FAQ on the Vietcombank website.
3. Visit Branches: Visit the nearest Vietcombank branch for direct support from bank staff.

Safe and Effective Banking:

To ensure safe and effective use of banking services, Vietcombank advises customers to always follow safe transaction principles, which are regularly updated in the "Safe Transactions" section on the official bank website.

Gratitude:

Vietcombank sincerely thanks our valued customers for their continuous support and trust!