BIDV Hòa Thuận

The staff is arrogant, consulting customers but asking if they can pay. What's the point?

On November 2, I received an amount of 14,200,000 VND mistakenly transferred from a stranger. Because there are many sophisticated forms of fraud nowadays, I was quite worried. The very next day, I contacted the BIDV call center to report the incident. The call center staff instructed me not to return the money on my own and to go to the nearest transaction office to ensure safety. At the first BIDV transaction office I went to, the staff explained that when the mistaken sender (Ms. A) worked with her bank Agribank and Agribank sent a verification request to BIDV, BIDV would then contact me to support the refund process. I completely agreed and followed the instructions. On November 14, I received a call from a woman claiming to be a BIDV employee (called Ms. B, using a personal number) informing me that someone would contact me on November 17. However, by the afternoon of November 17, no one had contacted me, so I took the initiative to go to BIDV Phan Dang Luu to ask. After checking, the staff here asked me to go to branch 54 Nui Thanh to work. At branch 54 Nui Thanh, things started to get unpleasant. When I explained the whole situation, the staff here said that it was "troublesome and complicated" and suggested that I transfer the money back to the wrong sender's account myself, based only on the account number listed in the transaction content. I explained that I needed assurance and verification according to regulations to avoid risks, and that I was ready to return it as soon as the bank confirmed it correctly. What really upset me was a sentence from the female staff: "If you have good intentions, you should send it back to them." This phrase "good intentions" made me feel like I was being judged as being unkind, while I was just trying to ensure my own safety and follow BIDV's initial instructions. Instead of verification support, I received an unprofessional and annoying attitude. After I complained, another employee called Ms. B to check the information and showed me a photo of Ms. A's application (with attached image below). This was just a piece of paper without any confirmation from Agribank, so I could not feel secure at all. The employee's attitude in providing information also made me feel like they just wanted me to transfer the money to finish, without caring about the correct procedure. It was not until I continued to ask questions that the employee directed me to the Hung Vuong branch to meet Mr. Tuan - the person who directly handled the matter. This was the correct and professional solution. At the Hung Vuong branch, Mr. Tuan provided an official document from Agribank Bac Kan, with full red stamps and leadership signatures. BIDV then supported me in transferring the money back to the person who had transferred it to the wrong person. I appreciate the support at the Hung Vuong branch. However, my experience at BIDV branch 54 Nui Thanh really disappointed me. From the unsupportive and unprofessional attitude, to the unclear handling directions, wasting time and affecting customers' feelings. I hope BIDV will review the working method of the Nui Thanh branch to avoid similar bad experiences in the future. With issues related to financial security, customers need to be supported wholeheartedly, following the correct procedures, instead of words or attitudes that make customers feel accused or disrespected.

The female tellers had a very unpleasant attitude; they answered every question with a condescending tone. Only the security guard was cheerful and helpful.

I've never been so disappointed with BIDV, especially at this branch. There are so many staff members, yet they work incredibly slowly. When I politely asked for information, they just replied "um, uh," and said to wait a little while, but they made me wait almost an hour. They kept passing me from one person to another. On the bright side, there was a very nice security guard at the door. When I went, there were many other elderly people, so most people didn't have the manners to wait and kept cutting in line. The guard saw this and stood there watching, inviting me in. 😭😭😭 He even pushed the door open for me when I left. I recommend finding a better branch!

Ok