Investigation and complaint handling during account use. 1. Method for receiving of the Customer's investigation requests and complaints
a. In case the Customer desires to investigate and make complaints on transactions relating to the account, the Customer may directly make requests on Timo Application, come to transaction locations of Timo Channel or via Timo Care at 0000-0000 or other phone numbers under notifications of Timo Channel or in other methods deployed by Xxxx Xxxxxxx and notified to the Customer from time to time. In case the Customer requests for investigation and makes complaints via call center Timo Care, the Customer shall assume responsibility for adding investigation requests, complaints (in form of Viet Capital Bank) during the period prescribed by Viet Capital Bank from time to time. The Customer needs to fully comply with regulations, requirements and procedures of Viet Capital Bank when investigating and making complaints, under legal provisions. In case authorizing other persons to make requests for investigation and make complaints, the Customer shall comply with regulations of Viet Capital Bank and legal provisions on authorization.
b. The Customer shall have right to make investigation requests and make complaints within 90 days from the date that transactions subject to investigation and complaints are made.
2. Timeline for investigation and complaint handling:
a. The Bank shall assume responsibility for handling investigation requests and complaints of the Customer within no more than 30 business days from the date that the first request for investigation and complaint of the Customer are received.
b. Within 05 business days from the date that results of investigation and complaint handling are notified to the Customer, the Bank shall compensate the Customer for losses under agreements and current legal provisions for losses not caused by faults of the Customer and/or force majeure events under agreements on terms and conditions on current account opening and use.
c. In case the time for investigation and handling of complaints expires but causes or faults of which party have not been identified, within the next 15 business days, the Bank shall agree with the Customer on method for handling of investigation and complaints. The Customer may authorize other persons to use the account for each transaction or for definite term.
d. In case of signs of crime, Viet Capital Bank shall notify the competent authorities of the Government under legal provisions on criminal procedure and report ...
