Handling of investigation and complaint result. Within no more than 05 business days from the date that investigation and complaint results are notified to the Cardholder, the Bank shall compensate the Cardholder, under agreements and current legal provisions, for losses not caused by faults of the Cardholder and/or force majeure events, including but not limited to the following events: damage or failure resulting from errors of ATMs, CDMs, POSs and/or any device, machine of the Bank, technical failure from Information technology system of the Bank, faults of Internet, telecommunications and/or power service suppliers or any event beyond control of the Bank and other events under legal provisions. - In case time limit for handling of investigation requests and complaints under Clause 5 of this Article expires but causes or faults of which parties have not been identified, within the next 15 business days, the Bank shall agree with the Cardholder on handling method or temporarily compensate the Cardholder for losses until the competent authorities give final conclusions specifying faults and responsibilities of parties. - In case of signs of crime, the Bank shall notify the competent authorities of the Government under legal provisions on criminal/civil procedure and report to the State Bank of Vietnam (the Payment Department, the State Bank of Vietnam at provincial and municipal level) and notify the Customer in writing of status of handling of investigation requests/complaints. Handling of investigation and complaint results is within authority of the competent authorities of the Government. - In case the customer does not agree with the result of the first complaint investigation, he/she needs to re- implement the request for the second complaint investigation within 07 working days after the date of the result of the previous complaint investigation. - In case the Bank, cardholder and related parties cannot reach an agreement and/or disagree with the processing of investigation requests and complaints, the dispute resolution shall be carried out in accordance with the law. - The Bank has the right to refuse claims for: Transactions of Chip card/VCCS Chip card/Chip Contactless card arising at ATM/POS which the Cardholder believes they are forged/fraud. - Card transactions with a value of less than 10 USD or equivalent at merchants except merchants which belong to the type of tourism and entertainment. - Card transactions with a value of less than USD 25 or equivalent at merchants which belong to the ...
