INVESTIGATION AND COMPLAINTS DURING CARD USE. 1. In case of identification of mistakes or suspicion of mistakes regarding card transactions, the Cardholder shall have right to make investigation requests and complaints within 30 days from the date that card transactions are debited to the Spend Account.
2. Investigation requests and complaints shall be received via Timo Plus Care call center, via Timo Plus Application or directly at transaction locations for customers of Timo Plus Channel or in other methods deployed by the Bank from time to time.
3. The Bank shall take risk prevention/limitation measures such as locking the Card when the Cardholder makes complaints on transactions suspected to be fraudulent. In case the Cardholder does not agree to lock the Card, the Cardholder shall assume responsibility to and/or compensate the Bank or the third party (if any) for financial losses caused by his/her failure to lock the Card.
4. Investigation requests and complaints of the Cardholder shall be made in form of investigation requests and complaints issued by the Bank or via Timo Plus Application and the Cardholder shall provide sales slips or any related information, document to prove complaint content at request of the Bank. In case investigation requests and complaints are made via call center, the Cardholder shall assume responsibility for supplementing form of investigation requests and complaints and documents within 02 business days from the date that investigation requests and complaints are made via phone to provide the official basis for handling of investigation requests and complaints.
5. Handling of investigation requests and complaints: The Bank settles investigation requests and complaints and gives settlement results to the Cardholder in the following time limit:
INVESTIGATION AND COMPLAINTS DURING CARD USE. 1. In case of identification of mistakes or suspicion of mistakes regarding card transactions, the Cardholder shall have right to make investigation requests and make complaints within 60 days from the date of transactions to be investigated and subject to complaints.
2. Method for receipt of investigation requests and complaints: via Timo Care hotline: 18006783 or transaction locations of Timo Channel.
3. Investigation requests and complaints of the Cardholder shall be made in form of investigation requests and complaints issued by the Bank. In case investigation requests and complaints are made via phone, the Cardholder shall assume responsibility for supplementing form of investigation requests and complaints within 02 business days from the date that investigation requests and complaints are made via phone to provide the official basis for handling of investigation requests and complaints.
4. Handling of investigation requests and complaints: The Bank settles investigation requests and complaints and gives settlement results to the Cardholder in the following time limit:
a. For the Card with BIN issued by the State Bank of Vietnam, investigation requests and complaints shall be handled within no more than 45 business days from the date that the first investigation requests and complaints of the Cardholder are received;
b. For card with BIN issued by international card organizations, investigation requests, complaints shall be handled and the first response shall be made to the Cardholder within 60 days from the date that the first investigation requests and complaints of the Cardholder are received.
INVESTIGATION AND COMPLAINTS DURING CARD USE. 10.1 In case of identification of mistakes or suspicion of mistakes regarding card transactions, the Cardholder shall have right to make investigation requests and complaints within 90 days from the date that card transactions are debited to the Spend Account.
10.2 Investigation requests and complaints shall be received via Timo Care call center, via Timo Application or directly at transaction locations for customers of Timo Digital Bank or in other methods deployed by the Bank at each period.
10.3 The Bank shall take risk prevention/limitation measures such as locking the Card when the Cardholder makes complaints on transactions suspected to be fraudulent. In case the Cardholder does not agree to lock the Card, the Cardholder shall assume responsibility to and/or compensate the Bank or the third party (if any) for financial losses caused by his/her failure to lock the Card.
10.4 Investigation requests and complaints of the Cardholder shall be made in form of investigation requests and complaints issued by the Bank or via Timo Application and the Cardholder shall provide sales slips or any related information, document to prove complaint content at request of the Bank. In case investigation requests and complaints are made via call center, except in cases of complaints on the grounds of fraud or non-transaction, the Cardholder is not required to supplement the request for tracing or complaint.
10.5 Handling of investigation requests and complaints: