Q&A – VCB REWARDS

1. How to become a member of VCB Rewards, do I need to register to be a member?

You do not need to register to be a member of VCB Rewards. All individual customers who register to use VCB Digibank will automatically become members of VCB Rewards.

2. Is there a fee for becoming a member?

No. There is no fee for members to participate in the program.

3. If I issue/activate my card after the launching date of the program start date, can I join the program?

You are eligible to participate in the program provided that you have successfully registered VCB Digibank before card issuance/activation.

4. How to earn rewards points under the VCB Rewards program?

You can earn rewards points in following ways:

• Use products and services within scope of the program specified by Vietcombank in every periodical time.
• Be awarded points when customers become a member of VCB Rewards
• Be awarded on the occasion of special events or from Vietcombank's promotional programs implemented in every periodical time..

6. What products and services are applied in the program?

VCB Rewards program applies to the following products and services:

• Bill payment, shopping on VCB Digibank
• Spending international credit cards, international debit cards, domestic debit card at card acceptors, online spending and QR payment transactions from credit card sources

(Details of transactions that earn points are in the program's terms and conditions)

7. What types of cards applied in the program?

The current list of cards that are eligible to earn points in the scope of the program is as follows:

The card list may be adjusted as regulations of VCB in periodical time.

8. Where can I check my accumulated VCB Rewards points?

You can easily check your VCB Rewards accumulated points in one of the following ways:

• Log in to VCB Digibank - VCB Rewards to check
• Check at the transaction counter of the nearest Vietcombank branch/transaction office
• Call Vietcombank's 24/7 hotline: 1900 545413(Normal customers) /1800 1565 (Priority customers)

9. When do I earn VCB Rewards points since the time of a transaction?

• For Bill Payment/Shopping Transactions on VCB Digibank: Earn points immediately after the transaction is completed successfully
• For card transactions: Points will be added after 01 working day from the time the card transaction is successfully transferred to Vietcombank's system by the merchants.

10. I have made a transaction within the scope of the program to accumulate points, but have not yet seen the points added on VCB Rewards?

Please call hotline 1900 545413 (Normal customers) /1800 1565 (Priority customers) or contact Vietcombank's transaction point for answers and instructions on how to perform the investigation.

11. Do my VCB Rewards points expire? If yes, when is the deadline?

Rewards points of VCB Rewards members have an expiry date and expire on October 31 of the following year from the date the points are credited to the VCB Rewards account. For example: you get points on August 20, 2021, the bonus points will be valid until the end of October 31, 2022.

12. Where can I see the gift catalog and redeem it?

You can look up the gift list and redeem it at VCB Rewards on VCB Digibank (mobile app version and web version).

13. What is the minimum amount of points I must accumulate to redeem?

The minimum accumulated points you need to achieve to redeem the gift is 20,000 points.

14. I have successfully redeemed the gift, but I want to cancel the transaction to exchange for another gift, is it possible?

No. A successful redemption transaction will not be cancelled, so please carefully check the information before confirming the redemption transaction.

15. Can I change my gift in case my VCB Digibank account is closed/locked?

No.

• In case you close your VCB Digibank account, the accumulated points in your VCB Rewards account will be deducted to 0, and therefore, cannot be redeemed.
• If your VCB Digibank account is temporarily locked, your unexpired accumulated points will still be recorded on your VCB Rewards account. However, because the redemption is only done on VCB Digibank, in case you temporarily lock your VCB Digibank account, you will not be able to make a gift exchange.

16. Can I give VCB Rewards points to someone else?

No. VCB Rewards points are not transferable to others.

17. Is there a fee to exchange points for gifts?

No. VCB does not charge a fee on the transaction of exchanging VCB Rewards points for gifts.

18. Can I enjoy other promotions other than VCB Rewards?

When participating in the VCB Rewards Program, you can still enjoy promotions offer under other VCB programs depending on the regulations of each program.

19. Can I both use the reward points on my VCB Rewards account and the money on my VND current account opened at Vietcombank to redeem gifts?

• You can simultaneously use the reward points on the VCB Rewards account and the money on the VND current account only in case you exchange the gift in the form of Online Shopping VNPAY Shopping. Specifically: You can choose to pay for your entire order in one of two ways: (i) only use points in your VCB Rewards account, (ii) use points in your VCB Rewards account and money in your VND current account. In case of payment for orders with VCB Rewards points and money in the account, you will only be able to use the money in the current account to redeem gifts when and only when all the points in the VCB Rewards account have been used up.
• With other forms of redemption, you can only use VCB Rewards points to redeem gifts, ensuring the gift value does not exceed the number of points available in your VCB Rewards account.

20. How long does the VCB Rewards program last?

VCB Rewards is Vietcombank's long-term customer appreciation and engagement program. The program is deployed until a notice to stop deployment.

21. How long does it take to make a complaint in the event of a problem related to rewards points?

You need to contact Vietcombank as soon as possible, but no later than 30 days from the date the reward points are credited to your VCB Rewards account or 35 days from the date you make the transaction, whichever come before.

22. Are foreign currency transactions applicale to earn points?

Yes. Transactions in foreign currency earn points with the transaction value converted to VND value when calculating points.

23. Under what circumstances will the VCB Rewards account be closed?

VCB Rewards account is closed in the following cases:

• You close your VCB Digibank account, stop trading with Vietcombank.
• When you change your phone number which is used to log in VCB Digibank log, system automatically cancel your VCB Digibank account and closes and withdraws all points in the respective VCB Rewards account.
• Vietcombank detects that you have committed fraud and abuse related to accumulating reward points and redeeming reward points in the program according to VCB's regulations

24. How to recover a closed VCB Rewards account?

In any case, a closed VCB Rewards Account cannot be recovered.

25. In case my VCB Rewards account is closed, can I get the points accumulated on that account and how?

No. In case you close your VCB Rewards account, the available points in the VCB Rewards account will be deducted to 0 and the available points cannot be recovered

26. When using VCB Rewards but have problems or want to ask for information related to reward points such as spending not accumulating points, points being deducted, changing information of ID card/ Passport is no longer available. bonus points…, who should I contact?

Please contact Vietcombank's 24/7 customer support hotline at 1900 545413 (Normal customers) /1800 1565 (Priority customers) or visit any Vietcombank transaction points nationwide for assistance.

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