After 1 month of sending the official dispatch, the bank replied that the beneficiary could not be contacted because the customer did not register a phone number with the bank.

Mr. Giang went to the local police office where the incident happened to report it, but was told that this was a normal civil wrong transfer with no signs of fraud, so he did not accept the report.

Currently, the bank does not provide more information and the police do not accept it, he does not know what to do.

Mr. Giang asked the authorities to guide and handle his case.

The State Bank of Vietnam responded to this issue as follows:

The content of Mr. Nguyen Binh Giang's proposal related to the use of customers' payment accounts at payment service providers.

According to Article 15a, Circular No. 23/2014/TT-NHNN dated August 19, 2014 of the State Bank (amended and supplemented) stipulating the responsibilities of service-providing banks in handling trace, complaints about the use of a payment account, whereby:

"1. Banks and foreign bank branches are responsible for receiving inquiries and complaints from customers in the process of using payment accounts to ensure compliance with the following principles:...;

4. In case the bank, foreign bank branch, customer and related parties cannot reach an agreement and/or disagree with the process of requesting investigation and complaint, the dispute settlement shall be carried out, according to regulations of the Law".

Thus, in the event that Mr. Nguyen Binh Giang has questions or complaints, the bank serving the money transferor is responsible for guiding the customer to carry out the investigation and complaint and to receive and handle the customer's complaint. goods according to the above provisions.

Regarding the above incident, the State Bank has sent official dispatches to the two banks concerned and asked the banks to review, examine and handle Mr. Nguyen Binh Giang's case in accordance with the law. 

According to Chinhphu.vn (Government Newspaper)