Eximbank

FAQ

1. INDIVIDUAL	2. CARD
1.1 Demand deposit account 1.2 Supportive services	2.1 For cardholder 2.2 For merchant 2.3 For chip card 2.4 Major differences between chip and magnetic - stripe cards 2.5 EXIMBANK – CITIMART card (Membership card integrated with payment function) 2.6 E-MAXIMARK cards 2.7 EXIMBANK-THIEN HOA card 2.8 EXIMBANK-VISA PLATINUM card

1. INDIVIDUAL

1.1 DEMAND DEPOSIT ACCOUNT:

No.	Questions	Reply from Eximbank
1	What are the procedures for opening an account at Eximbank?	Customers who want to open an account must provide all their personal information in an application form (using Eximbank’s sample form) and present valid ID or passport to the teller at any transaction point of Eximbank. Customers can register to open accounts through the e-banking service at www.eximbank.com.vn
2	Method for calculating the interest rate of demand deposit and for repayment?	The interest rate of demand deposit is calculated as follows: Interest = (Balance x Interest rate (%/month) x number of depositing day)/30 On the 15th of each month, Eximbank will calculate the interest and credit it to the customer’s account.
3	Does Eximbank automatically send the account statement to customers and issue it in English every month?	Eximbank just issues account statements upon the customer’s request and sends it to the address given by the customer. At present, Eximbank issues account statements in two languages: Vietnamese and English.
4	Is it necessary to prove the origin of the money when depositing into the foreign currency account?	Customers must prove that the origin of the money deposited into their account is legal. As for transfer from overseas, customers need not to prove the origin of that money.
5	Can customers check account balance or any information of account transaction without going to the bank?	Customers can check account balance or any information of account transactions without going to the bank using such supporting services as Internet Banking, SMS Banking, and Phone Banking. Customers have to register to use those services.
6	Does Eximbank insure the deposit?	Customers depositing in VND at Eximbank will be insured according to Vietnam deposit insurance regulations.
7	Does Eximbank offer term demand deposit accounts? If so, can customers withdraw their money before maturity? Do they have to pay penalty fee for early withdrawal?	Customers can open term demand deposit accounts at Eximbank. Customers can withdraw their principal before maturity (if they have the demand) without any penalty fee. In case of withdrawing within 2 working days (for VND account) and within 3 working days (for foreign currency account) from the opening day, Eximbank will collect 0.03% as tallying fee. Customers will be offered interest rate applied for early withdrawal as regulated by the Bank from time to time.
8	What are procedures for withdrawing money?	Customers only have to present their ID or passport.
9	Can customers remit money to other people from their accounts at Eximbank? What are the procedures?	Customers can go to the nearest transaction points of Eximbank to remit money to other people from their accounts at Eximbank with the following steps: Domestic remittance: Customers issue payment order (using Eximbank’s sample form) Overseas remittance: + Foreign individuals: Issue Overseas Remittance Request (using Eximbank’s sample form) + Vietnamese individuals: Issue Overseas Remittance Request (using Eximbank’s sample form) and present documents to prove the purposes of the transfer.
10	Do customers have to pay fee when receiving money transferred into account at Eximbank?	Eximbank shall credit customers’ account with money transferred by other domestic banks fee of charge. In case of transfer from overseas: + If the remitter has paid all charges for the remittance, Eximbank’s customers will not have to pay any further charge. + If the remitter has not paid any charges for the remittance or has only paid part of the charges, Eximbank’s customers will have to pay the remaining charges.
11	Can foreign customers deposit cash into VND account?	Customer has to prove that the money deposited into VND account is legal.
12	Can customers remit money overseas?	Foreign individuals can remit the balance in their foreign currency account overseas. If they have VND account, Eximbank can sell foreign currency to them for overseas remittance. Vietnamese individuals can remit money overseas for such purposes as overseas study, permanent settlement, inheritance, business trip, medical treatment, etc. Customers must provide documents to prove such purposes.
13	What is the essential information to remit money from overseas to account at Eximbank?	In order to receive money remitted from overseas to account at Eximbank, customers need to provide the remitter with the following information: Remit to the bank where Eximbank has account: Refer to the list of foreign banks where Eximbank has accounts. Beneficiary bank: Vietnam Export Import Commercial Joint Stock Bank, Head Office SWIFT Code: EBVIVNVX Beneficiary: ………………..…… Number of foreign currency account at Eximbank (consisting of 15 digits): …..
14	Can customers withdraw foreign currency cash from individual current account? Do customers need to prove the aim of withdrawal?	Customers can withdraw foreign currency cash from individual current account without proving the purpose of use.
15	Procedure for depositing VND applied to foreign individuals?	Foreign individual customers when opening savings account at eximbank need to present valid Passport and Visa (in case of Visa exemption, only Passport is required).
16	What are the procedures of buying, remitting or bringing foreign currencies overseas for foreign individual customers of Eximbank?	- Foreign individual customers maintaining foreign currency accounts or having legal incomes of foreign currencies are allowed to remit or bring such foreign currencies overseas; if they maintain VND accounts or have legal incomes in VND, they can sell such VND for foreign currencies to remit or bring overseas. - Customers need to hand in the following papers: + Original passport. + In case of remittance, customers provide Eximbank with the following information: name and account number (or IBAN if remitting to banks in Europe such as the UK, France, Belgium, Germany, etc.) of the beneficiaries; name and SWIFT code (if any) of the beneficiary banks; name and SWIFT code of the intermediary banks (if any). + In case of bringing foreign currencies in cash overseas: if the amount is equivalent to 7,000 USD, customers are not required to make custom declaration; otherwise, Eximbank will issue a “Confirmation Letter for bringing foreign currencies overseas” according to the amount Eximbank has sold to customers or customers have withdrawn from their foreign currency accounts with Eximbank.
17	What are the fees for remitting or bringing foreign currencies overseas applied by Eximbank?	- The fees for remittance and issuance of the confirmation letter will comply with Eximbank’s regulations from time to time (outward overseas remittance and Fee of permit to bring foreign currencies)). Customers can choose 1 of the 3 following types of fees: + SHA: The remitter pays the fees charged by Eximbank and the beneficiary pays the fees charged by the foreign bank upon receipt of money (all fees arising domestically shall be borne by the remitter and others arising overseas shall be borne by the beneficiary). + BEN: All fees are paid by the beneficiary. After deducting the applicable fees, Eximbank will remit all of the remaining amount to the beneficiary (all fees arising domestically and overseas shall be deducted from the remitted amount). + OUR: All charges arising domestically and overseas shall be born by the remitter; however, there are some cases that the beneficiary must pay other fees charged by intermediary banks overseas.

1.2. SUPPORTIVE SERVICES:

No.	Questions	Reply from Eximbank
1	What is SMS Banking?	It is the service which customers can automatically be informed of their account balance whenever a transaction happens or can check account balance or be provided with transaction information or interest, FX rate by sending message to 997.
2	Do customers need to register for SMS Banking? How much is the service fee?	In order to use the SMS Banking, customers can go to any transaction points of Eximbank to register. Eximbank provides customers with this service free of charge. Customers are only charged when sending inquiry messages to 997.
3	What is Call center?	Call center is the service which answers all of customer’s questions about Eximbank’s products and services. Customers do not need to register to use this service. When there is any question on any products or services, please call number 08. 39151515 for detailed explanation and instructions.
4	Can customers settle bills of electricity, water, telephone, internet, cable TV through Eximbank’s account?	Customers can request Eximbank to automatically deduct their accounts to settle monthly bills of electricity, water, telephone, internet, cable TV. Customers can use the international payment cards of Eximbank to transfer money to settle for such services through the E-Banking service of Eximbank at the website: www.eximbank.com.vn

2. CARD

2.1. FOR CARDHOLDER:

No.	Question	Answer
1	How long does it take to deal with complaints?	- For international cards: 55 days. For cash withdrawing transactions at Eximbank’s ATMs, the time is 5 days. - For domestic cards: At Eximbank’s ATMs: 5 days At ATMs of the Alliances: 11 days for Smartlink and Banknet, and 14 days for VNBC. At POS of Eximbank: 10 days Online transactions: 14 days.
2	Is it possible to complain about transactions made long time ago?	The maximum time for cardholders to complain about international card services is as follows (counting from the debiting day of the transaction): - Purchase of goods/service: 40 days. - Cash withdrawal at ATMs: 30 days. For transactions made earlier than the above period: cardholders must take full responsibility for settlement for these transactions. The Bank will only assist cardholders by collecting from Acquiring Banks.
3	What documents should I provide when requesting the Bank to solve the claim?	- Claim letter in which the claimed transaction, reason of claim, cardholder’s signature, etc. must be specified. - Depending on the reason of claim, other documents should be provided to the Bank, such as: documents of cancelling the transaction, documents evidencing the failure of the transaction, passport, etc.
4	In case a transaction is in the process of solving the claim, does cardholder have to pay for such transaction?	No. The bank shall freeze the claimed transaction amount. Neither does the customer have to pay such amount nor there is any arising interest or charge until the claim resolving is finished. After that, subject to the result, the bank shall cancel the transaction or debit the cardholder’s account and apply corresponding interest and charges.
5	Is there any fee applied to wrong complaints?	Apart from the value of the transaction, cardholders will be further charged: - Fee for complaint handling as stipulated in Eximbank’s fee schedule from time to time. - The lending interest and other fees.
6	In what cases does customer have to pay for the claimed transaction?	Cardholder has to make payment should transactions have legitimate documents, such as: - Card transaction invoice, card information, or cardholder’s signature; or - The email address executing the transaction is in the possession of or under the use right of or arises from the computer’s IP address of the cardholder; or - Documents proving that address for receiving goods/services, etc. is the same with the address, email address, etc. of the cardholder, or - ATM’s record shows that the transaction was successful. - Cardholder fails to provide the information or documents as required by the bank or the transaction is beyond the time limit for claim or other reasons as advised by the bank.
7	What is the difference between claims and transaction document extraction?	- Claim is made when cardholder does not agree to make payment for card transaction due to certain reason such as: transaction was not actually made, transaction was repeated, transaction was unsuccessful, etc. - Extraction of documents is to provide cardholder with documents serving for cardholder’s own purposes or for solving the claims made by cardholder.
8	What is the fee for exporting transaction documents?	As stipulated in Eximbank’s fee schedule from time to time.
9	Why does card have to be blocked when cardholder claims that transaction was not actually made?	- Card blocking is to prevent cardholder from the risk of being abused or leak of information. These risks might result in such same transactions in the future. The bank will change the card number at the cardholder’s request.
10	Why do transactions still arise when card is blocked? Can these transactions be claimed?	Transactions arising from blocked card might be due to following reasons: - The arising transactions are periodic (monthly, quarterly, etc.). If such transactions (if any) were previously made by the cardholder, and the cardholder cannot present documents evidencing the cancellation of such transactions, then the cardholder has to pay for them. - The transaction value is under the limit allowed by each nation. Accordingly, sale units do not have to ask for payment authorization to check card’s limit or status. Thus, after debiting, card balance will exceed the granted limit. - Foreign bank automatically makes debit. In this case the bank will solve the cardholder’s claims as regulated.
11	Is there any problem if I disagree with the card blocking while I am claiming for one or more suspicious transactions?	Card locking and card renewal is to protect the cardholder from risks when card information is abused. If cardholder does not agree with the card blocking when suspicious transactions are detected or the bank has given warnings, cardholder will have to take full responsibility for all financial losses that may arise.
12	How will the result of the claim be informed to cardholder?	Via telephone, e-mail, fax or notice letter. Thus, information of cardholder needs to be updated sufficiently and frequently so that the bank can easily contact when necessary.
13	What should cardholder do if cardholder’s account is still debited while the transaction made at a Merchant is unsuccessful?	Cardholder should immediately contact the Issuer to claim for such transaction: - If account is already debited: the bank will solve the claim as per request of cardholder. - If account is not yet debited (only using limit gets decreased): the Bank will contact the Acquirer of the sale Merchant to request for confirmation of unsuccessful transaction and will not make debit against that transaction. The bank will also give back such using limit to cardholder when it receives confirmation of unsuccessful transaction from the acquirer.
14	Why does the name of the shop where transaction is made is different from the name of the Merchant shown on the statement?	The name of the Merchant as shown on the statement is its legal name or the name being registered to the card organization and the acquirer. This name does not have to be the same with its name at selling points (trade name). Therefore, it is advisable that cardholder should keep all the invoices or vouchers of the transactions to facilitate later checking and comparison to avoid false claims.
15	Why can card be used beyond the granted limit?	The card’s using beyond the granted limit is due to following reasons: - The arising transactions are periodic (monthly, quarterly, etc.). The arising transactions are periodic (monthly, quarterly, etc.). If such transactions (if any) were previously made by the cardholder, and the cardholder cannot present documents evidencing the cancellation of such transactions, then the cardholder has to pay for them. - The transaction value is under the limit allowed by each nation. Accordingly, sale units do not have to ask for payment authorization to check card’s limit or status. Thus, after debiting, card balance will exceed the granted limit. - Foreign bank automatically makes debit. In this case the bank will make solve the cardholder’s claims as regulated.
16	Credit card: Why does previous balance arise on the first statement?	“Previous balance” on the first statement is the annual fee for the first year that cardholder has to pay. As from the second year, if the total card using volume equal to or exceeding a certain volume as regulated by Eximbank, customers shall be waived the annual fee for the next year (The current volume is VND30 million/year).
17	Credit card: Monthly date of debit; debiting methods?	Monthly billing day: - MasterCard credit card: 20th - Visa credit card: 23rd - Visa Business card: 5th Due date for payment is 15 days after the billing day, including non-business days and holidays. During the period from billing date to due date, Eximbank will automatically debit the account designated by cardholder to effect payment for the debit balance shown on the bill. On the due date, if the balance of the designated account is insufficient for such payment, Eximbank will automatically debit the minimum payment due in order that no overdue charge is born by the cardholder.
18	ATM: Why does the Bank not give any remarks to customers in order to help customers avoid inconvenience when having to get low par value notes for the large withdrawn amount?	Various types of notes are put in ATM so as to meet various needs of customers for withdrawn amount. Besides, the Governor of the State Bank of Vietnam requires acquirers to put money of various denominations in ATM to prevent the imbalance in monetary circulation.
19	Eximbank’s ATM locations? List of Eximbank’s ATMs?	Please kindly visit our website http://www.eximbank.com.vn for ATM locations of Eximbank and of other member banks in VNBC and Smartlink alliance . Remark: V-Top cardholders can withdraw cash without being charged any fee at ATMs of Eximbank and of other member banks in VNBC and Smartlink alliance .
20	I can withdraw money at ATMs of which banks? The ATM system between Vietnamese banks?
21	Which international cards can be used to withdraw cash at Eximbank’s ATMs? Which cards can be used in Vietnam?	In Vietnam, most ATMs accept cards of Visa and MasterCard. At Eximbank’s ATMs, customers can use: - Cards issued by Eximbank. - Cards issued by banks in following Alliances: Smartlink, Banknet and Eastern Commercial Bank (belonging to VNBC Alliance). - All international cards bearing trademark of Visa and MasterCard (including Plus, Cirrus, Maestro) and JCB.
22	Operating time of Eximbank’s ATMs?	Almost all Eximbank’s ATMs operate 24/7. The operating time of some others depends on the working hours of the stores or branches where the ATMs are located at. Customers can refer to Operating time of Eximbank’s ATMs at http://www.eximbank.com.vn
23	The services at Eximbank’s ATMs?	Account enquiry, cash withdrawal, fund transfer within Eximbank network, bills payment, statement printing and transaction enquiry (print the 5 latest transactions)

2.2. FOR MERCHANT

No.	Question	Answer
1	Why does the bank extract documents of transaction?	The extraction of documents is made when customer claims for a transaction to the Issuer or as per request of the Issuer. The provision of transaction documents to the Bank within the regulated time limit is to protect the interests of Merchants.
2	Is there any problem if transaction documents are provided after the time limit regulated by the Bank?	The international card organization regulates the maximum time for dispute settlement of a claim arisen between relevant parties. Beyond such time limit, the relevant parties must accept/return the transaction of dispute. Thus, Merchants should provide the transaction documents within the time limit regulated by the Bank. After such period, the bank will return the transaction of dispute to the Issuer.
3	What should Merchants do if Merchants do not have enough transaction documents as required by the Bank?	Merchants must provide a letter of explanation specifying the reason for not providing sufficient documents for the Issuer’s consideration
4	Can credit be made without eligible card receipt?	In such case, the bank will support the Merchant to send that transaction for collection and credit into account of the Merchant after 120 days since the date of consolidating the collection transactions, providing that there is no request for chargeback or claim from the Issuer.
5	Why do Merchants have to provide other documents beside card receipt as per the Bank’s request?	Eligible card transaction documents include: - Card receipt with the cardholder’s signature. - Sales slip (clearly state the items, amount of money, etc.) - Delivery documents (applicable to post-shipment. Name and signature of the receiver must be clearly stated) - Other documents as requested by Eximbank (if any) Such documents evidence the payment method, the success of transaction and the reception of benefits from the transaction by the cardholder. Merchants have to file such documents for at least 12 months so that Merchants can present them to the Bank if required.
6	Why do Merchants have to ask for payment authorization for all card transactions?	Pursuant to the regulations of the international card organization. - To minimize the risk for Merchants in case card is stolen, lost or limit is insufficient for the transaction to be executed.
7	Why Merchants are not allowed to collect surcharge from cardholders?	- Pursuant to the regulations of the international card organization and the State Bank of Vietnam. - Card payment helps diversify methods of payment, bring more economic benefits to the Merchants as well as enhance the Merchants’ prestige. The amount of fee charged by the Bank is very small compared to above benefits. Hence, Merchants should not and are not allowed to collect surcharge from cardholders.
8	Why do Merchants have to consolidate all the payments within the day?	- To ensure the timely crediting into accounts of Merchants. - To avoid risks for Merchant in case the card is blocked, terminated, etc. before debiting the cardholder’ s account. - The failure to timely consolidate the payments may cause the claim for chargeback from the Issuer.
9	Why POS does not print out invoice but the debiting of cardholder’s account still can be done?	As the system has already accepted the transaction and all data are stored in the POS. So, when consolidating the payments, customers’ accounts are debited.
10	Why is it necessary to check and identify cardholders and related information on the card before carrying out transaction?	To avoid risks for Merchant in case the card user is not the cardholder, the card is lost, stolen or counterfeit …
11	Is it possible to carry out a transaction if the name printed on the card is different from the one in the passport?	Merchant should contact Acquirer for further instructions. - If the name printed on the card is the short form of cardholder’s name, Merchant should check other information of the cardholder (ID card//Passport/driving licence, etc.) before carrying out the transaction. - If these two names are completely different, Merchant should refuse the payment by such card and request the customer to use another card for payment or pay in cash, etc. - In some special cases, the name printed on the card is just the name of the company, enterprise of the cardholder, not the customer’s name. Therefore, Merchant should contact the Acquirer for further instructions.
12	Is it possible to keep customer’s card if there is pick up request from the bank, such as the card is lost, stolen? Benefits of such pick up?	Merchant must refuse the payment of such card and request the customer to let the Merchant keep the card as requested by the Issuer. If the customer objects, the Merchant should give the card back to customer to avoid unwanted response. The Merchant should immediately contact the Bank for further instructions if it is found that the customer shows very abnormal signs. The Bank will award the Merchant with maximum 100.00 USD per one Visa credit card or 50.00 USD per one MasterCard credit card as the case may be right after receiving award from the Issuer.
13	What should Merchant do if the card is not authorized to carry out payment?	Merchant should find out why the card is not accepted and may ask for support and advice from the Bank. Some specific cases: - The card is lost, stolen: refuse the payment, keep the card if possible. - The use limit is insufficient: suggest the customer to check their credit card limit and carry out transaction with the remaining limit. - Suggest the cardholder to contact with the Issuer: wait for the verification between cardholder and the Issuer. Then, transaction can be made as normal (if the Issuer agrees to let the customer use the card). In case the card is still refused, the Merchant must cancel the transaction and should not try to repeatedly swipe the card.
14	Besides card receipt, does the cardholder have to sign any other documents?	Depending on the nature of transaction, Merchant must request cardholder to sign in other documents to mitigate risks, such as: - For immediate delivery transaction: sales slip indicates “goods fully received” - For post-shipment transaction: delivery documents indicate that the cardholder has received goods in full. - Other requests from the cardholder such as address, name of the receiver, requirements relating to the order, etc.)
15	Solutions for duplicate transaction?	- For transactions that have not yet consolidated on the POS: Merchants have to check and cancel the transaction on the POS as having been instructed, etc. - For transactions that were already consolidated on the POS: Merchants must check and have written confirmation to Eximbank that the transaction were duplicated so that Eximbank can cancel such transactions.

2.3 FOR CHIP CARD

No.	Question	Answer
1	What is Chip card?	Chip card (or also called smart card) is a credit card or debit card integrated with a microchip to improve its security, processing speed as well as durability. This is a revolution in card technology.
2	Benefits that chip card bring to customer?	With chip card, cardholders will have no worry about the loss of card information as information is encoded in EMV standard established by international card organizations. The chip itself has the independent processing capability, which will help shorten transaction time. In addition, the durability of chip will make customers more comfortable during long business trips or travelling.
3	What is EMV standard?	EMV stands for EuroPay, MasterCard and Visa, who cooperated to develop this standard. Cards with EMV standard can efficiently avoid counterfeit risk. This helps to make customers’ transactions safer and more secured.
4	Is there any difference in using chip cards compared to magnetic ones?	Insert the chip card into the chip terminal and let it remain in the terminal during the entire transaction. The Merchant just have to follow the instructions to complete the transaction.
5	Is there magnetic stripe on the chip card?	Chip cards continue to have the magnetic stripe. This means chip cards will still be able to use in countries where chip card technology has not yet been implemented or in case the chip doesn’t work.
6	Will magnetic-stripe cards be still accepted?	Terminals will accept both chip and magnetic-stripe cards. For devices that do not support chip cards, those cards still can be swiped and cardholders will sign in the receipts. Magnetic-stripe cards will still exist aside from chip cards to ensure card holders can use their cards at terminals that do not support chip cards.
7	How to secure PIN?	PIN is very important. Customers should learn their PIN by heart and not disclose to any one. Do not write or archive PIN. Never give anyone your PIN via telephone or email. Secure PIN. Use your hand to cover PIN when keying in.
8	Will the card number be changed if the card is changed to chip type?	No.

2.4 MAJOR DIFFERENCES BETWEEN CHIP AND MAGNETIC-STRIPE CARDS

Magnetic-stripe card

Chip card

Type

Just one type

Have 2 types:
- Contact card
- Contactless card

Appearance

- Plastic card
- Have magnetic stripe on the back

- Plastic card.
- Integrated with 01 electronic chip programmed in EMV standard on the front of the card.
- Have magnetic stripe on its back

Information storage

Stored in the magnetic stripe

Stored in both the magnetic stripe and the chip

Durability

- Low
- Magnetic stripe is easy to be scratched

- High
- Information in chip card can be erased and re-written many times.

Volume of information stored

Low

High

Information security

- Low, as information is just stored on the magnetic stripe
- Can be easily counterfeited

- High, as information is stored both in the magnetic stripe and the chip.
- Information stored in the chip is encoded in high security standard, so it is difficult to be counterfeited.

Ways to identify cardholder

- Simple
- Via magnetic stripe, portrait of the cardholder printed on the card, and cardholder’s signature on the back of the card.

- Complicated
- Chip itself can identify cardholder by Offline PIN

Type of card readers

- EDC
- ATM

Have 04 types:
- Swipe-and-park (EDC)
- Dip-and-leave-in (ATM)
- Insert type: insert the card into the reader of the device.
- Reader for contactless cards.

Ability to integrate additional applications

- No

Can integrate many applications in one chip: electronic ID card, bus ticket, etc.

Risk

- Higher level of risk due to the simple cardholder identification: only comparing the signature on the back of the card and the signature on the invoice. In reality, some Merchants even do not care about checking signatures. Besides, evildoers may counterfeit the signature.
- The current cardholder identification via PIN is safer but PIN on magnetic card can only be used when the device is completely connected to the network. Besides, the transfer of PIN to seek for authorization is very costly and complicated, especially at POS. Hence, in many markets, PIN is only used for transactions at ATM.

Chip can identify cardholder via Offline PIN. This can be considered one kind of “electronic signature” as each card holder has only one offline PIN.

Evildoers can easily steal information on the magnetic stripe by copying such information because the magnetic stripe has no measure to secure information.

The copying of information on chip card is almost impossible as it is encoded in EMV standard. Such encrypted information is created by costly modern devices.

Credit risk management

Credit risk management for cardholders can only be done for online authorization transactions. The ability of credit management at the transaction time totally depends on the floor limit of that market.

The Chip can help Issuer reduce such risk by better control over transactions that are not authorized online. The main benefit of Issuer is the application of card risk management, which effectively allows the Issuer to make risk management decisions about offline transactions, whereas the only risk management tool for magnetic-stripe cards is the terminal floor limit. Risk management at the level of an individual cardholder means that Issuers can make approval decisions according to the status of the cardholder, recent usage of the card and other risks related to the current transaction.

Transaction authorization

Always authorize online, which may cause the server to be overloaded.

The authorization can be made online by the Issuer or offline by the terminal (the chip can authorize itself).

Cost savings

The magnetic stripe can only store a certain amount of information and can not be erased to store new information. Hence, it costs a lot to buy blank cards.

Information on the chip can be erased and rewritten many times (about 10,000 times). Hence, it saves the budget for blank cards.

Fraud is easily imminent, resulting in increasing chargeback.

It is less likely for fraud to occur, which helps reduce handling chargeback fee.

At present, the Stop-lists (Electronic Warning Bulletins) are the only way to prevent a stolen card from being used in offline environments. However, Issuer of chip cards can send a scripting message to the card to block it and prevent it from being used again without referring to the Stop-lists.

Support in dispute settlement

The Chip can store transaction history log of the cardholder, which facilitates the Bank in dispute resolution.

Business expansion

Chip helps the Issuers and Acquirers to increase transaction volume. Chip and PIN enable the execution of a large volume of offline transactions; hence its processing speed is faster with higher security. This will help increase the number of card issued as well as the number of Merchants to participate in the settlement.
At the same time, thanks to the ability of integrating many applications on one chip, Issuer can introduce many services for cardholders.

2.5 EXIMBANK – CITIMART CARD (Membership card integrated with payment function)

No. Questions Reply from Eximbank

1
Who can get Eximbank – Citimart card?

Eximbank - Citimart cards issued by Eximbank are classified into 2 types: Privilege card and Gold card.
Customers can sign up for Eximbank - Citimart Privilege card in following cases:
- Purchasing goods at the self-selecting zone of Citimart of 2,000,000 VND upwards per bill.
- Customers who already have Sales Accumulation card and the accumulated sales reach 2,000,000 VND. (Sales Accumulation card is a non-settlement card issued by Citimart to customers when they purchase goods of 200,000 VND upwards per bill at the self-selecting zone of Citimart).
- Customers owning Citimart Privilege card can immediately change to Eximbank – Citimart Privilege card (Citimart privilege card is a non-settlement card issued by Citimart to customers when their accumulated sales reach 2,000,000 VND).

Customers can sign up for Eximbank – Citimart Gold Card in following cases:
- Purchasing goods at the self-selecting zone of Citimart of 20,000,000 VND upwards per bill.
- Customers owning Citimart Gold card can immediately change to Eximbank – Citimart Gold card (Citimart Gold card is a non-settlement card issued by Citimart to customers when the accumulated sales of their Citimart Privilege card reach 20,000,000 VND).
- Customers owning Eximbank – Citimart Privilege card/ Citimart Privilege card with the accumulated sales of 20,000,000 VND upwards.
Note:
- Eligible customers: Individuals from 18 years old upwards with civil act capability as stipulated by law.
- The amount of accumulated sales may be changed from time to time.
- The sales at Citimart will be accumulated when customers pay and present Citimart membership card regardless of their payment method (in cash or by any kind of settlement card).

2

What is the difference between Eximbank – Citimart card and Citimart Sales Accumulation card/Citimart Privilege card/Citimart Gold card?

Eximbank – Citimart card: Issued by Eximbank and can be used both as Citimart membership card and domestic debit card of Eximbank (with settlement function of bank card). With Eximbank – Citimart card, customers will have opportunity to receive privileges from Eximbank besides those offered by Citimart.

Citimart Sales Accumulation card/Citimart Privilege card/Citimart Gold card: Issued by Citimart functioning as Citimart membership card only and not having the settlement function of bank card. With this card, customers receive privileges from Citimart only.

3

Does cardholder have to make payment by card to receive privileges for Eximbank – Citimart cardholders?

Making payment in cash or by card does not influence the receipt of privileges for Eximbank – Citimart card. When doing shopping at Citimart, cardholders only have to show their Eximbank – Citimart card to receive the privileges applied to their type of card.

However, we highly recommend that cardholders make payment by Eximbank – Citimart card to accumulate sales to have more chances to join gift-giving and promotional programs of Eximbank and Citimart in the coming time.

4

What privileges do Eximbank – Citimart cardholders receive?

- 3% discount on bills for Privilege card.
- 5% discount on bills for Gold card. 50% discount on services fees (such as gift wrapping, shipping,...)
- Receiving gift at year-end if the sales of the whole year reach VND10,000,000.
- No fee for the first card issuance.
- Receiving priority of service at Eximbank’s counters.
- Receiving bonus interest rate when making deposit of money or gold at Eximbank within 6 months from the launching of Eximbank-Citimart card (not applicable to 50+ savings product):

Type of currency

VND

USD

GOLD

Term

≥ 1 month

≥ 1 month

≥ 1 month

Bonus interest rate

0.24%/year

0.2%/year

0.2%/year

- Receiving special favors (gift, discount, promotional program…) with Eximbank’s Globepass program when doing shopping or using services domestically and abroad.
- Making payment for goods and services at Eximbank’s merchants; making payment for bills of electricity, water, phone, internet…. at Eximbank’s ATMs; cash withdrawal, fund transfer within Eximbank network, account inquiries.
- Unused funds receive interest everyday.
- Making use of supportive services: SMS banking, Internet banking …
Attention:
The above privileges may change from time to time depending on the policies of Eximbank and Citimart.

5

Is Eximbank – Citimart card a domestic debit card (ATM card) or an international card (Visa/ MasterCard card)?

Eximbank – Citimart card is a domestic debit card.
Eximbank – Citimart domestic debit card has the same settlement function as V-TOP domestic debit card of Eximbank.

6

What are the functions of
Eximbank – Citimart card?

Eximbank – Citimart has 2 main functions:
1. For identification of Member (loyal customer) of Citimart.

2. For making payment like a domestic debit card of Eximbank, such as:
- Making payment for goods and services at Eximbank’s merchants.
- Making payment for bills of electricity, water, phone, internet…. at Eximbank’s ATMs.
- Cash withdrawal, fund transfer within Eximbank network, account inquiries at ATMs of Eximbank, Smartlink alliance and Dong A Bank (of VNBC alliance).

7

Which ATMs can Eximbank – Citimart card be used at?

- Customers can use Eximbank – Citimart card at ATMs of Eximbank, the banks in the Smartlink alliance and Eastern Asia Commercial Bank (belonging to VNBC alliance) all over the country.
- The banks in the Smartlink alliance as of 24 June, 2010 include: An Binh Bank, Bao Viet Bank, GP Bank, MHB Bank, IndovinaBank, VID public bank, ACB, NaviBank, Sacombank, SeABank, SHB, Shinhanvina Bank, Tien Phong Bank, Vietcombank, Maritime Bank, VIB, Southern Bank, VietA Bank, Techcombank, NAS Bank, Military Bank, OCB, SCB, VP Bank.

8

Where can I register for
Eximbank – Citimart card?

Customers can come to any Citimart supermarkets in HCM City (except for the wholesale center of Citimart at Emall Building, Tan Thuan Dong Ward, District 7) to register for card issuance. For the network of Citimart supermarkets, please refer to www.citimart.com.vn.

9

What is the procedure of
Eximbank – Citimart card issuance?

- 5 minutes to complete the card issuance register form.
- Copy of ID Card.
- 1 3x4 photo (may be provided after receiving card).
- Receiving the appointment slip.

10

Where can I receive
Eximbank – Citimart card?

Customers can receive their cards either at any of Eximbank’s banking units all over the country or during non-business hours at six Citimark supermarkets on the date specified in the appointment slip when registering for card issuance:
- Citi Plaza: 230 Nguyen Trai, Nguyen Cu Trinh Ward, District 1
- Citimart Garden Plaza: SC-02, SD-03, SF-04,SE-13 Ton Dat Tien, Garden Plaza 1, Tan Phong, District 7
- Citimart E-town: 364 Cong Hoa, Tan Binh District.
- Citimart Binh Thanh: 243 Chu Van An, Ward 12, Binh Thanh.
- Citimart Parkson District 11: 184 Le Dai Hanh, Ward 15, District 11 (Basement 1).
- Citimart Binh Duong: 215A Yersin, Phu Cuong, Thu Dau Mot, Binh Duong.

Notes:
- Customers can contact the Card member issuance support center at Citimart supermarkets to receive brochures of Eximbank’s transaction networks or refer to the website www.eximbank.com.vn.
- Time of card issuance: maximum 7 working days.

11

When upgrading from
Eximbank – Citimart Privilege card to Eximbank – Citimart Gold card, or changing card because of being damaged, lost, or stolen, do I need to re-provide copy of ID Card and 3x4 photo?

- For the above cases, customers do not need to re-provide ID Card and photos.
- Additionally, if customers’ cards are upgraded to Eximbank – Citimart Gold card, Eximbank shall still apply the policy of charging no fee for card issuance for the first time.
- When customers change card because of being damaged, lost, stolen ..., customers will be charged with the fee of "card replacement per request" under Eximbank’s Fee Schedule from time to time.
Reference information: According to Eximbank’s current fee schedule as of June 12, 2010, the card replacement fee per request is VND 50,000.

12

In case of being upgraded to Eximbank – Citimart Gold card, do I need to return Eximbank – Citimart Privilege card?

Yes, customers have to return Eximbank – Citimart Privilege card (if any) in this case.

13

What is the validity of Eximbank – Citimart card?

The validity of Eximbank – Citimart card is unlimited.

14

If my Eximbank – Citimart card is lost or stolen, what should I do?

Customers need to inform Eximbank immediately to block the card by calling the Hotline 08.38210051/ 38210046, and at the same time contact Eximbank for issuing new card.

15

What should I do if I forget my PIN number?

Customers can contact Eximbank to request for re-issuing PIN number. Customers will be charged with “PIN number re-issuance” fee as regulated in Eximbank’s fee schedule from time to time.
Reference information: According to Eximbank’s current fee schedule as of 12 June, 2010, the PIN number re-issuance fee is VND 20,000.

16

Who can I contact if I have enquiries?

Related to the products, services and programs of Citimart, please contact Citimart (084) - 08.38379088.
Related to the issuance, usage and payment of cards: Please contact Eximbank
– Hotline: (084)- 08.38210051/ 08.38210046, Email: card@eximbank.com.vn.

2.6 E-MAXIMARK CARDS

No.

Questions

Reply from Eximbank

What is E-Maximark card?

E-Maximark card is the membership card of Maximark integrated with the payment card of Eximbank to enjoy special offers from both Maximark and Eximbank.

How many types of E-Maximark cards are there?

2 types of E-Maximark cards:
- Silver E-Maximark card: Integrated with local debit card.
- Gold E-Maximark card: Integrated with international debit or credit card bearing Visa brand name.

What are the functions of E-Maximark card?

E-Maximark card has 2 main functions:
1. Identifying members (VIP customers) of Maximark
2. Functioning as Eximbank’s payment cards, such as:
- Paying for goods and services at Eximbank’s merchants.
- Settling bills of electricity, water, phone, internet…. at Eximbank’s ATMs.
- Withdrawing cash or transferring within Eximbank network, inquiring account information at ATMs of Eximbank, Smartlink and VNBC alliances.

Where can I register for E-Maximark card and what are the conditions for such issuance?

Customers may register for E-Maximark card issuance and receive it at Maximark supermarkets. Customers holding Maximark purple card, satisfying Eximbank’s requirements on card issuance (from 18 years old and above and having full civil act capacity) and accumulating 5,000 points shall be eligible for E-Maximark silver card and gold card with another 5,000 points.

Is it possible to convert U-Max/Maximark VIP cards into E-Maximark cards? How much does it cost?

Customers holding U-Max/Maximark VIP silver or gold cards are entitled to convert to respective E-Maximark cards for free.
As for purple cards, customers continue to accumulate points in accordance with Maximark’s regulations to hold E-Maximark cards.

How long will it take to receive E-Maximark cards upon registering for issuance/changing cards?

Maximum 7 business days after Eximbank has received all the required documents.

What privileges do E-Maximark cardholders receive?

- 4% discount on sales invoice for E-Maximark silver cards.
- 5% discount on sales invoice for E-Maximark gold cards.
- Birthday gifts.
- Free card issuance for the first time.
- Receiving priority of service at Eximbank’s counters.
- Enjoying bonus interest rates at the time of issuing (the beginning of interest payment term) within 3 months upon the launching of the product when using the product “Savings Deposit with Options of Interest Payment Terms” in VND and USD:

Currency

VND

USD

Bonus interest rate

0.15% p.a.

0.15% p.a.

- Enjoying special offers (gifts, discounts, promotions, etc.) of the GlobePass program of Eximbank when doing shopping or using services domestically and abroad.
- Paying for goods and services at Eximbank’s merchants; settling bills of electricity, water, phone, internet, etc. at Eximbank’s ATMs; withdrawing cash or making transfer within Eximbank network, and inquiring account information.
- Enjoying daily interests on unutilized card balances.
- Using supporting services: SMS-banking, Internet-banking, etc.
Note: The above preferences are subject to change depending on policies of Eximbank and Maximark from time to time.

Is it required to use E-Maximark cards to pay for goods at Maximark to enjoy preferences?

No. Customers paying in cash or by cards are entitled to preferences; however, customers may have more opportunities to take part in promotion programs or special offers of Eximbank and Maximark if they pay by E-Maximark cards.

Do I have to present my card when paying?

Yes, customers are requested to present their cards to accumulate points and enjoy special offers when paying for goods at Maximark.

What are the fees applicable to E-Maximark cards?

For E-Maximark silver cards: subject to the fee schedule applicable to V-TOP local debit cards;
For E-Maximark Visa Debit gold cards: subject to the fee schedule applicable to Eximbank-Visa Debit cards.
For E-Maximark credit gold cards: subject to the fee schedule applicable to standard Eximbank-Visa credit cards.

What should I do in case of losing/changing E-Maximark cards?

In case of losing cards, customers must immediately call Eximbank’s 24/7 service at 08.38210046/ 38210051 to block the cards, and then arrive at the nearest banking unit of Eximbank to confirm in writing and request for card re-issuance with the same card type and membership code.
When the cards are bent or damaged, etc., customers should contact the nearest banking unit of Eximbank to request for card re-issuance with the same card type and membership code and return such bent or damaged cards to the bank.

Are my interests ensured with the new E-Maximark cards?

Yes, your interests are maintained as per the previous membership code.

Do I need to change cards in case of card downgrading?

No, customers will enjoy preferences based on their actual card type which is managed by the system.

What is the contact point for inquiries on products and services?

In respect of products, services and programs of Maximark, please contact Maximark’s
Hotline: (084) - 08.38342002, Fax: (084) – 08.38342001
In respect of issuance, usage and payment of E-Maximark cards: please contact Eximbank’s
Hotline: (084)- 08.38210051/ 08.38210046, Email: card@eximbank.com.vn.

2.7 EXIMBANK - THIEN HOA CARD

No. Questions Reply from Eximbank

1
Balance of an EIB-TNH anonymous prepaid card is

a. VND 3 million at the maximum
b. VND 5 million at the maximum
c. No limit

b. VND 5 million at the maximum

2
Minimum balance of an EIB-TNH anonymous prepaid card is

a. VND50,000
b. VND100,000
c. Not specified

c. Not specified

3
The function of the EIB-TNH anonymous prepaid card is

a. To withdraw cash at ATMs
b. To make payment for goods and services at Eximbank’s merchants
c. Both of them

b. To make payment for goods and services at Eximbank’s merchants

4
The validity of the EIB-TNH anonymous prepaid card is

a. 1 year
b. 3 years
c. Not specified

c. Not specified

5
The balance in the anonymous prepaid card account is

a. Entitled to demand interest rates
b. Entitled to term interest rates
c. Not entitled to any interest

c. Not entitled to any interest

6
EIB-TNH anonymous card users may inquire about account balance

a. At ATMs, or website of Eximbank
b. By calling 24/7 Customer Service
c. Both of them

a. At ATMs, or website of Eximbank

7
Scope of usage of the EIB-TNH prepaid cards is

a. Nationwide
b. Worldwide
c. Both of them

a. Nationwide

8
The minimum information printed on the EIB-TNH cards include:

a. Card number, customer name, membership code, issuance date.
b. Card number, phone number, customer name, membership code, issuance date.
c. Card number, membership code

c. Card number, membership code

9
EIB-TNH Personalized prepaid card users can make multiple deposits of indefinite amounts into the card account

a. True
b. False

a. True

10
EIB-TNH anonymous prepaid card users can make multiple deposits of not more than VND5 million per deposit into the card account.

a. True
b. False

b. False

11
EIB-TNH card users may deposit into their card accounts at

a. Thien Hoa cashier
b. Eximbank’s card advice counters at centers of Thien Hoa
c. Eximbank’s branches/transaction offices
d. All of the above

c. Eximbank’s branches/transaction offices

12
EIB-TNH anonymous prepaid cards may be used to make payment at

a. POS Machines (EIB’s merchants)
b. Internet
c. Both of them

a. POS Machines (EIB’s merchants)

13
Conditions for obtaining EIB-TNH Personalized prepaid cards are

a. To go shopping at Thien Hoa
b. To fully satisfy card issuance requirements of Eximbank
c. To go shopping at Thien Hoa and to fully satisfy card issuance requirements of Eximbank

c. To go shopping at Thien Hoa and to fully satisfy card issuance requirements of Eximbank

14
Customers can register for card issuance at

a. All Eximbank’s branches/transaction offices
b. 5 Electronic Centers of Thien Hoa
c. Both of them

b. 5 Electronic Centers of Thien Hoa

15
Customers who want to Personalize their cards must provide

a. ID card, one 3x4 photo, and fill in the Account Opening Application
b. ID card, one 3x4 photo
c. ID card

a. ID card, one 3x4 photo, and fill in the Account Opening Application

16
Customers can Personalize their cards at

a. Eximbank’s card advice counters at centers of Thien Hoa
b. Eximbank’s banking units
c. Both of them

c. Both of them

17
Upon card Personalization

a. The name printed on the card must coincide with that in ID card /Passport
b. The name printed on the card can be different from that in ID card /Passport
c. Both of them

a. The name printed on the card must coincide with that in ID card /Passport

18
In case of damaged or curved cards or disclosure of PIN of the anonymous prepaid cards, if Customers want to be re-issued the cards or the PIN, they should:

a. Present their old cards
b. Personalizedize cards

b. Personalizedize cards

19
Anonymous prepaid card users who lost their cards shall

a. Not be entitled to refund of the card account balance
b. Entitled to refund of the card account balance

a. Not be entitled to refund of the card account balance

2.8 EXIMBANK - VISA PLATINUM CARD

No.

Question

Answer

EXIMBANK - VISA PLATINUM CARD PRODUCT

1 How is Eximbank - Visa Platinum different from other credit cards of Eximbank?
A deluxe credit card product for high-income customers with:
- A credit limit of 300 million to 1 billion dong.
- Higher intraday limit than other credit cards of Eximbank.
- A variety of preferences and premium privileges offered by Eximbank, Visa card organization, GlobePass alliance and Eximbank's merchants in Vietnam.

2 How is the intraday limit defined?
The intraday limit is defined as follows:
- For goods and services purchase: subject to customers' request (the default limit is 100 million dong per day and maximum 20 transactions per day).
- For cash withdrawal: 50 million dong per day and maximum 10 transactions per day.

3 What preferences are available for Eximbank - Visa Platinum card?
With Eximbank - Visa Platinum card, customers are entitled to:
- A global travel accident insurance worth up to USD500,000
- Special preferences from luxurious and appealing services offered by 5-star hotels, fashion shops, spa and beauty care, and more than 300 first-class golf courses worldwide
- Discount at merchants of Eximbank
- Membership card for health care at FV Hospital (from time to time)
- Bonus point accumulation and deluxe gifts when paying for goods and services
- Free SMS Alert service
- Statements of annual consumption by groups: restaurants, hotels, shopping centers, supermarkets, etc.

4 Which places in Vietnam are these preferences available and what are the contents of such preferences?
With Eximbank - Visa Platinum card, customers can enjoy the following preferences:
* At golf courses:
- Free green fee at 5 golf clubs in Vietnam:
+ Hai Duong: Chi Linh Star Golf & Country Club
+ Da Lat: Dalat Palace Golf Club
+ Dong Nai: Long Thanh Golf Club
+ Quang Nam: The Montgomerie Links Golf Course
+ Da Nang: Da Nang Golf Club
- 20% discounted golf lesson fee at Himlam Driving Range
- 30% discounted green fee at 8 golf clubs in Vietnam
(For consultancy or registration for the golf promotion programs, please contact Customer Service Center of OAAG (Vietnam) at 08.38240590).
* At Eximbank's merchants:
For details and list of merchants offering preferences, please visit http://www.eximbank.com.vn/vn/VisaPlatinum

5 Which health care benefits are available at FV hospital?
Customers are entitled to special benefits in annual healthcare at FV Hospital as follows:
1. Free examination and treatment service at designated departments and/or emergency department (06 times per year).
2. Discounts:
- 15% for all health check programs currently available at the hospital;
- 5% for designated tests
- 10% for all medical charges which are not covered by the Insurance incorporating Healthcare and Personal Accident (exluding medical charges at VIP rooms and deluxe rooms).
3. Financial aid for in-patients:
- Maximum USD2,000 of medical expenses in case of treatment at Accident and Emergency Department, hospital expenses and/or surgery;
- Maximum USD2,000 of hospital expenses for medical, surgical and maternity services, with the limits as follows:
+ Treatment at Accident and Emergency Department - USD100 per day;
+ Room and food charges during hospital stay and hospital expenses - USD100 per day;
+ Surgery - USD1,600;
+ Maternity service - excluding prenetal care - USD900, with the following restrictions: (A) Complicated pregnancy and normal delivery - USD100 per day; (B) C-section - USD700 per day.
- Other benefits: souvenirs of FV hospital, free transportation, etc.
(For advice and support in healthcare services at FV, please contact tel number (84-8) 54113464 or (84-8) 62911167).

6 What are the conditions for issuance of Eximbank - Visa Platinum card?
Conditions for owning Eximbank - Visa Platinum card are as follows:
- Eximbank credit cardholders having annual card using volumes of VND400 million dong and more (excluding cash withdrawal transactions) and no recorded overdue debts shall be upgraded to Eximbank - Visa Platinum credit card
- Individual customers having a total term deposit balance at Eximbank of VND10 billion and more will be naturally issued a Visa Platinum credit card
- Diamond and gold individual customers of Eximbank
- Members of the Board of Directors/Board of Members, Board of Management and Chief of Representative Office of:
+ Diamond and gold corporate customers of Eximbank
+ The first 100 companies in Top 500 largest companies in Vietnam
+ The first 100 companies in Top 500 largest private companies in Vietnam
- Director/Deputy Director of state and international hospitals
- Principal/Vice Principal of public and international universities
- Individuals having monthly incomes of VND60 million dong and more (apart from the above)

7 Where can I register for issuance and what are the procedures?
Customers may register for card issuance at Eximbank's branches/transaction offices nationwide upon submission of the following documents:
+ Request for card issuance cum agreement of using international card (as per form of the Bank)
+ ID card/Passport, or valid entry visa (in case of foreigners)
+ 01 3x4 photo
+ A notarized copy of family book or KT3 registration book (or the original copy for comparison)
+ Collaterals filing (if any)
+ Others as reasonably required by Eximbank
(For more information on issuance procedures, please contac Eximbank's branches/transaction offices or 1800 5555 70 / (84-8) 38210051/ 46)

8 How can I keep track of my expenditures?
Customers can manage their expenditures by:
- Monthly statements
- SMS Alert
- Internet banking
- Direct contact with Eximbank's branches/transaction offices
- 24/7 toll-free center at 1800 5555 70 (exclusively reserved for Eximbank - Visa Platinum cardholders) or (84-8) 38210051/ 46

Besides, every year customers will also receive a detailed statement by types of services, such as restaurants, hotels, shopping centers, supermarkets, etc., thanks to which customers will have a general view of their yearly expenditures and plan the budget for the following year in a convenient and easy way.

9 How can I make payment to the Bank for expenditures arising out of my Visa Platinum card?
Customers can choose among the following payment methods:
- Automatic payment: Customers may request Eximbank to automatically debit their demand deposit accounts (VND/foreign currencies) or mixed savings deposit account (register at Eximbank's branches nationwide with maximum 4 accounts)
- Transfer from deposit account to card payment account (within Eximbank's network):
+ At ATMs of Eximbank and allianced banks all over the country
+ At Eximbank's branches/transaction offices or customers' regular banks
+ Mobile Banking.
+ Internet Banking.
- Cash settlement: At Eximbank's branches/transaction offices nationwide

10 What is the call centre for Eximbank - Visa Platinum cardholders?
For consultancy and support in Eximbank - Visa Platinum card, please contact:
- 24/7 Eximbank – Visa Platinum Card Service at 1800 555 570 or Visa Concierge Services at 12011169 (toll-free).
- 24/7 Customer Service: 08.38210051

GLOBAL TRAVEL INSURANCE

1 What payment conditions are required to be entitled to the compensation upon the occurrence of the event of insurance?
Customers are Visa-Platinum primary/supplementary cardholders:
- Use Platinum card to pay for the entire fare of the scheduled public means of transport; or
- Use Platinum card to pay for at least 80% of the cost of the trip package.

2 What is the difference between the insurance of Eximbank - Visa Platinum card and others?
With Eximbank-Visa Platinum card, customers are entitled to a high compensation of USD500,000 and are supported at any time by Travel Guard global help-desk service: consultancy or instructions on medical service, baggage service, legal service, emergency ticket arrangement, etc.

3 In case of emergency, how can I contac Travel Guard for support?
Please contact Travel Guard via (603) 2772 5688 or (84-8) 6299 2185 (toll-free number) and provide them with the insurance policy number ACA-0200023940, i.e. the number of the agreement signed between Eximbank and Chartis as recorded in the "Insurance Certificate" and updated on Eximbank's website) so that Travel Guard can recognize Eximbank - Visa Platinum cardholders.

4 Will I enjoy Chartis insurance if I travel for more than 60 days?
Chartis will insure trips of no more than 90 consecutive days.

5 How long will it take to claim?
- Within 30 days after the occurrence of any event which may give rise to a claim, customers or your relatives or Eximbank must inform Chartis (Claims Department) at (84-8) 3914 2856 (HCMC) or (84-4) 3936 1455 (Hanoi) or via email at vninfo@chartisinsurance.com about the event of insurance.
- Maximum 14 days upon full receipt of documents evidencing the loss, Chartis will notify their approval/disapproval.

6 What are the required procedures and papers for an insurance claim filing?
In case of accidental death:
Fill in and submit a Death Claim form together with original copies of the following papers:
a) Police report
b) Death certificate
c) Autopsy report, if any or when necessary
d) Certified copy ID card of the beneficiary
e) Others as may be requested by Chartis
In case of permanent disablement:
Fill in and submit a Personal Accident Claim form together with original copies of the following papers:
a) Police report
b) Certificate of disability or Permanent Disability Certificate
c) A detailed description of how the accident occurred and the injuries sustained
e) Others as may be requested by Chartis

7 If I use Eximbank - Visa Platinum card to pay for air fares and incur accident on the flight while my card is expired, can I still claim for insurance?
According to Chartis's regulations, customers are only insured at the time the claim event happens upon customers' possession of a valid card and Eximbank's confirmation that the cardholder is eligible and the card is valid.

8 When transitting or passing by territories (excluded as in Chartis's regulations) such as Cuba, Liberia, etc. and the plane incurs troubles, can I claim for insurance?
Chartis does not cover insurance in this case as these territories have been excluded by Chartis.

9 If I get a stroke when travelling on a public means of transport, can I make claims?
Chartis will only make compensation if customers are impacted by external forces such as being hit or having accident; death due to disease or stroke is not applicable.

10 How can Chartis determine death by external attacks and death when travelling in a public means of transport?
Chartis will rely on the police report, autopsy report or witnesses (if any).

11 If I rent a ship, or ferry, etc. to go on a personal sightseeing tour, will I be insured for death?
Chartis will only provide insurance if customers go on a sightseeing tour on a ship or ferry which is the means of transport to carry all and any public passengers, not a certain group/team only even though the ship or ferry is following a routined and regular schedule at that time.

12 If I have an accident in a public means of transport and have been paid insurance by Chartis already, will Chartis pay for my claim if I have another accident later?
Customers can get paid if the incident is an event of insurance as provided in the policy. The total compensation for all events of insurance happening within the validity of an insurance policy is USD500,000 per cardholder, subject to insurance benefits as stated in the policy.

13 Are taxis and vehicles carrying passengers in a recreational area or tourist site or of travel service providers regarded as public means of transport?
These vehicles are not regarded as public means of transport as:
- They have no fixed schedule (taxi); or
- They have fixed schedule which is actually the private schedule of the service provider only

14 If I request for card extenstion but have not received the card, will I be insured upon the occurrence of an event of insurance?
As long as there is proof in writing of customer's request for card extension and certification of Eximbank about the validity and its approval of such request as well as about the fact that the customer has not received the new card as it takes time for card issuance as required by the Bank, not because the card is under the review process.

15 If I have paid for an overseas tour but incur accident on the way to the airport, will I be insured by Chartis?
The scope of insurance of this policy only takes effect on accidents happening while customers are travelling on a public means of transport as part of the schedule for the overseas tour, upon compliance with card settlement principles.

16 In case of self-financed travelling, if I have paid for the return air fare and hotel room rate, will Chartis provide compensation if I have accident when travelling on a public means of transport during my stay in that country?
Customers are entitled to claim in this case.

17 In case of self-financed travelling, if I have paid for the return air fare but not for hotel room rate, will Chartis provide compensation if I have accident when travelling on a public means of transport during my stay in that country?
Chartis will pay for claims only when customers have accidents on flight.

18 In case of self-financed travelling, if I have paid for the return air fare and part of hotel room rate, will Chartis provide compensation if I have accident when travelling on a public means of transport during my stay in that country?

19 In case of self-financed travelling, if I have paid for the return air fare and made hotel booking without paying in advance (as regulated by the holtel), will Chartis provide compensation if I have accident when travelling on a public means of transport during my stay in that country?

20 How will Chartis settle if I fail to provide relevant papers in case of accident as I have no relatives or my relatives are not aware of my possession of an insurance?
After 30 days from the date of the accident, if Chartis fails to receive any notice of customer's accident from their family or Eximbank, Chartis will not settle any insurance claims afterwards.

21 Is is necessary to buy additional insurance required by the consulate of the countries where customer will travel?
Subject to requirements of each consulate, customers can buy travel insurance as the insurance product for Eximbank - Visa Platinum card only covers accident and permanent disablement while travel insurance also includes medical insurance.

22 Who will be the beneficiary of the insurance in case of the death of the insured customer?
Chartis will pay insurance in accordance with prevailing laws of inheritance.

23 If the primary holder uses the Platinum card to buy air tickets for his wife, will he be able to claim if his wife has a flight accident?
Chartis will make compensation only if the wife is the supplementary holder of Eximbank - Visa Platinum card (as the condition for insurance is applicable to primary or supplementary cardholders only).

24 When travelling within the territory of Vietnam and using Eximbank - Visa Platinum card to pay for air fares, will I be insured in case of flight accident?
The insurance product for Eximbank - Visa Platinum card is only applicable to overseas travel.

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VIETNAM EXPORT IMPORT BANK

The 8th Floor - Vincom Center, 72 Le Thanh Ton and 47 Ly Tu Trong Street, Ben Nghe Ward, District 1, Ho Chi Minh city
Tel: (84-8) 3821 0055

Fax: (84-8) 3829 6063

Telex: 812690 EIB.VT

Swift: EBVIVNVX