Stop at the right time - fully protect customer trust
Recently, at BIDV Binh Duong's priority transaction area, a situation occurred that left a deep impression and served as a profound professional lesson for bank staff.
In the context of increasingly sophisticated high-tech crimes and fraud, the role of bank staff extends beyond merely executing accurate and swift transactions; they also serve as partners in safeguarding customers' assets and enhancing their trust.
From what seemed like a routine transaction…
Around 10 a.m. on December 31, 2025, a middle-aged female customer approached the counter requesting a teller to process a money transfer based on pre-prepared information.
Despite the high volume of customers at the time, the teller maintained a professional demeanor, focusing on processing the transaction quickly to minimize the customer's waiting time.
However, while reconfirming the beneficiary's name and transfer details, the teller noticed the customer seemed flustered, constantly answering and making phone calls to communicate with the other party. Noticing this unclear behavior, the teller proactively asked more detailed questions about the purpose of the transfer. The customer shared that they were transferring money to a long-time relative and primarily communicated via social media. When the teller suggested calling to confirm using a phone number, the customer stated that the person was currently abroad and expected to return to Vietnam in about two months.
The courage to "stop at the right time" ...
Noticing the above signs, the teller promptly reported to the department manager to directly discuss with the customer. With experience and caution, the manager and teller analyzed and explained to the customer the possibility that the acquaintance's social media account had been compromised and impersonated both in appearance and voice—a common scam tactic recently.
Initially, when asked more questions about their relationship with the person requesting the transfer, the customer did not fully understand and seemed somewhat annoyed, thinking that the bank was prying into personal matters and delaying the transaction. However, with a kind, patient, and responsible attitude, the teller continued to discuss and clarify each piece of information, helping the customer calmly reassess the entire situation.
After receiving a thorough analysis and explanation from the bank staff, the customer promptly stopped the transaction, avoiding the loss of a large sum of money to the scammer. In a moment of calm, the customer emotionally expressed deep gratitude to the transaction team and the leadership of BIDV Binh Duong for not only performing their duties accurately but also wholeheartedly protecting the interests of customers.
The customer affirmed: "BIDV Bank is not only a place to entrust assets, but also a reliable partner, always putting customer safety first."
This story has become a vivid testament to the professionalism, sense of responsibility, and dedication of BIDV Binh Duong staff in particular, as well as the entire BIDV system in general. This is not just a successful customer protection case, but also a victory over high-tech fraud schemes, helping to strengthen customers' trust in BIDV – a bank that always accompanies, protects, and brings peace of mind to the community.