ATM Based Services
1. When will the ATM be out of service?
In some circumstances, there is an “ATM is out of service” notice displayed on the ATM screen. The followings are possible reasons leading to the above problem.
The communications line is interrupted
Switch server is down
ATM is run out of paper
Card reader is failed
When the ATM is out of service, a signal will be displayed on the ATM screen in both English and Vietnamese.
2. When can’t I withdraw money at the ATM?
In some circumstances, customers cannot withdraw money at ATM due to:
ATM is out of service
The used card is not supported by the ATM (the card is not issued by banks belonging to Banknetvn network).
Customer’s account is closed or blocked at the issuing bank.
Customer’s account balance is not sufficient.
The required amount is not valid, e.g. the amount is exceeding the limit, not suitable with money denominations on the ATM.
The ATM cassette is broken-down
ATM is run out of money
3. When can cardholder withdraw money in a day?
If a card is issued by one of banks belonging to Banknetvn network, customer can initiate transactions at all ATM of any other banks participating in Banknetvn network. Transactions can be processed at any time within a day on the ATM terminal (24 by 7).
4. Why can’t customer initiate transactions when PIN is 3 times consecutively wrongly entered?
For the purpose of security, transactions cannot be executed on the ATM when PIN is wrongly entered 3 times in succession. If the transactions are still allowed when PIN entered wrongly so many times, the evildoers could guess the PIN and take money from customer’s account when card is fallen into their hands.
When PIN is wrongly entered 3 times consecutively, it is understood by the ATM that card is using by other person other than cardholder and automatically block the card account or retain the card. Customer in this event should contact the issuing bank’s card division via hot line or at the bank branch to handle the problem.
5. How can I own an ATM card?
In order to have an ATM card, customer should contact a bank’s card division and fill in the application form with information requested and follow instructions provided by the bank. After being granted an ATM card, customers can use the card to initiate transactions at all ATM terminals owned by that bank as well as at any terminals owned by others connected to Banknetvn (if the issuing bank participated in Banknetvn network).
6. Is there any risk when using ATM card or withdrawing cash from the ATM?
ATM brings great benefits and convenience to customers, a risk now and then is somewhat unavoidable. Regarding the ATM terminal, bank’s server and the switching system, complete security is ensured cause the systems are multi-layers, multi-tiers protected and the contingency is always available bringing a capability of processing precisely millions of transactions per day. Customers may suffer from risk only when :
− Card lost
− PIN is compromised
− Lend the card (let the person other than authorized cardholder use the card).
The mentioned above risks are however absolutely controllable if appropriate actions are taken in time. Probability of risk suffering is different to different people based on your carefulness.
7. Could customer loose money when took card but ATM did not dispense cash?
When customer initiated a transaction at ATM, ATM dispensed cash but customer did not take money , there were two possible cases:
Unsuccessful transaction. Customer’s account was not debited and ATM did not dispense cash.
Successful transaction, ATM dispensed cash. Customer just took card without taking money. In this case, customer’s account was deducted and cash would be taken back by the ATM within 30 seconds.
8. Which banks have linked up with Banknetvn switching system?
By end of 2010 May, there are 16 banks who are Banknetvn member banks have connected to Banknetvn Switching System, that are:
1. Vietnam Bank for Agriculture and Rural Development (Agribank)
2. Bank for Investment and Development of Vietnam (BIDV)
3. Vietnam Joint Stock Commercial Bank for Industry and Trade (VietinBank)
4. Saigon Bank for Industry and Trade (Saigonbank)
5. An Binh Joint stock Commercial Bank (ABBank)
6. Asia Joint Stock Commercial Bank (ACB)
7. Mekong Delta Housing Bank (MHB)
8. Ocean Joint Stock commercial Bank (Oceanbank)
9. Southeast Asia Commercial Joint Stock Bank (Seabank)
10. Vietnam Russia Joint Venture Bank (VRB)
11. Western Joint Stock Commercial Bank (Westernbank)
12. Petrol Group Joint Stock Commercial Bank (PG Bank)
13. Sai Gon Thuong Tin Bank (Sacombank)
14. Hanoi Building Joint Stock Commercial Bank (Habubank)
15. South Asia Joint Stock Commercial Bank (Nam A Bank)
16. Trust Joint Stock Commercial Bank (Trust Bank)
In addition, cards issued by Banknetvn member banks can also be processed on terminals owned by banks belonging Smartlink and VNBC alliances which have been connected to Banknetvn system. That banks are:
1. The Bank for Foreign Trade of Vietnam (Vietcombank)
2. Vietnam Technological and Commercial Joint- stock Bank (Techcombank)
3. Saigon Joint Stock Commercial Bank (SCB)
4. Nam Viet Joint Stock Commercial Bank (Navibank)
5. Tien Phong Joint Stock Commercial Bank (Tienphong Bank)
6. Southern Joint Stock Commercial Bank (Southern Bank)
7. VietA Joint Stock Commercial Bank (VietA Bank)
8. Global Petro Joint stock Commercial Bank (GP Bank)
9. Dong A Joint Stock Commercial Bank (Donga Bank)
The list will be updated whenever there is a new comer connected to Banknetvn Switching Network.
9. Can ATM card used globally?
Presently ATM cards issued by Banknetvn member banks cannot used globally, just at terminals owned by banks participating in Banknetvn network within Vietnam.
10. What should I do when loosing ATM card or encountering with problems (card retain, account is blocked, etc.)?
In the event of loosing card (or card stolen) or encountering with problems during initiating a transaction such as card retain, account block, counterfeit money, etc. you should promptly contact with issuing bank’s card division. You also ought to keep a copy of your financial institution's name, its customer service phone number, and your account number in a convenient place in case needed.
Hot line numbers of participating banks:
No.
Abbreviation name
Full name
Hot line
1
ABBank
An Binh Joint stock Commercial Bank
19009494
2
ACB
Asia Joint Stock Commercial Bank
08 38 222 022
3
Agribank
Vietnam Bank for Agriculture and Rural Development
04 3 868 7437/7913
4
BIDV
Bank for Investment and Development of Vietnam
04 222 00 5 88
5
Habubank
Hanoi Building Joint Stock Commercial Bank
04 3 974 6226
6
MHB
Mekong Delta Housing Bank
08 4135323
7
OJB
Ocean Joint Stock Commercial Bank
04 5148975
8
SEA
Southeast Asia Joint Stock Commercial Bank
04 3772 4736
9
Vietinbank
Vietnam Joint Stock Commercial Bank for Industry and Trade
1900 54 54 12
10
VRB
Vietnam Russia Joint Venture Bank
04 39429385
11
Western
Western Joint Stock Commercial Bank
18001563
12
SGB
Saigon Bank for Industry and Trade
08 3516 6639
13
PG Bank
Petrol Group Joint Stock Commercial Bank
04 62 555 999
14
Sacombank
Sai Gon Thuong Tin Bank
08 3526 6060
15
Trustbank
Trust Joint Stock Commercial Bank
08 3838 5555
16
NamA bank
South Asia Joint Stock Commercial Bank
08 391 426 14
11. How can I know or recognize an ATM is owned by Banknetvn member banks?
All ATMs belonging to Banknetvn network are stick with Banknetvn logo.
However, there are some banks not Banknetvn members, but among the banks linked-up with Banknetvn via the connection of Banknetvn – Smartlink and Banknetvn – VNBC still support transactions from cards issued by Banknetvn member banks. Hence, there is another way to know the list of Banknetvn supported ATMs is refer to the list of Banknetvn participating banks posted on Banknetvn website: www.banknetvn.com.vn
12. How can I know my card is supported on Banknetvn ATM network?
Almost cards issued by Banknetvn member banks are printed with Banknetvn logo on the front or back of card. The simplest recognition way, thus, look at the card to see whether there is Banknetvn logo or not. If yes, your card is surely supported by Banknetvn ATM network.
However, there are some banks haven’t printed Banknetvn logo on their cards or some cards issued previously without Banknetvn logo. These cases may make you confused. You are therefore advised to visit Banknetvn website or issuing bank’s website to get more information.
13. What types of transaction are supported on Banknetvn ATM network?
The mentioned below are supported transactions on Banknetvn ATM network.
Cash withdrawal
Intra-bank funds transfer
Balance Inquiry
Mini Statement
14. How much the fee will I have to pay for a transaction processed via Banknetvn?
For every transaction processed through Banknetvn system, Banknetvn collect a small amount of money as a compensation for operation, investment and overheads cost of Banknetvn and acquiring banks. Banknetvn does not collect the money directly from the customers but from the issuing banks. Normally, this amount will be reclaimed by the issuing by deducting into the customer’s account. In some circumstances, issuing bank may apply some other fees (as defined by the bank).
Refer to Banknetvn Transaction Fee for reference.
15. What should I do if my card is retained by Banknetvn ATM?
When card is retained at an ATM within Banknetvn network, cardholder should promptly contact with issuing bank’ card center to take the card back, on other hand to reactivate the card.
16. How can I get the list of Banknetvn ATM locations?
For finding the nearest ATM location, please visit our website and search it by one of two ways: search by geographical site or search by ATM owner bank.
17. Tips for protecting your ATM card
− Keep your card in a safe place
− Memorize your Personal Identification Number (PIN).
− Never keep your PIN together with your card or share your PIN with anyone.
− Keep your ATM receipts, until you check them against your monthly statement. It's a good way to guard against fraud and makes record-keeping easier.
18. Tips while using ATM card at ATM
The mentioned below are some tips while using ATM card at ATMs.
− If you need to make a transaction at night, if possible, go with a friend.
− Have your card ready. Don't fumble through your wallet trying to find it.
− Ensure that the person waiting to use the ATM after you is not able to see you enter your PIN or transaction amount.
− Keep your cash, card, and receipt immediately after completing your transaction.
− If you see anyone or anything suspicious, cancel your transaction and leave immediately.
− Should someone follow you after making a transaction, go to a crowded or well-lit area.
− Do not leave your vehicle unlocked or the engine running when you get out to use an ATM.