Mobile payment service is convenient but also has many inconveniences and problems.

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Ms. HN (living in Hanoi) said that during the recent Lunar New Year, she used Vietcombank's Mobile-B@nking service to top up her phone twice. Each time, it was 500,000 VND, which happened on the promotional day. However, her account reported that the money had been deducted but the transaction was still unsuccessful.

It is worth mentioning that due to carelessness in checking, a day later Ms. HN discovered that the money had not been credited to her phone account. After complaining, she was refunded 1 million VND by the bank.

But what customers are not satisfied with is that the bank did not proactively apologize and compensate customers. "That day was a promotional day, what if I had deposited hundreds of millions? The bank should improve its service spirit and resolve the issue in a reasonable manner for customers," Ms. HN expressed.

On February 21, Mr. Nguyen Tuan Anh (living in Ba Dinh district, Hanoi) also said that he had problems with the Momo e-wallet. According to this customer, earlier in the morning, he had topped up 300,000 VND to his Viettel subscription through the Momo wallet. The transaction was reported successful, the money in the wallet was deducted, but the money was not added to his phone account all day.

After struggling to find the right model, Mr. Tuan Anh was instructed to send a petition email to the address[email protected]. After that, the company received, resolved and sent back the phone top-up code. “If I don’t complain, I will definitely lose money. This has happened to me a few times, but the amount was small so I didn’t question it. This time I was so angry I couldn’t stand it!”, Mr. Tuan Anh shared.

Not only paying bills and buying phone cards, the collection of fees for some services of banks also causes many customers to lose money. Ms. NTNhung (from Bac Ninh) said that she used the SMS-Banking service (account balance notification via text message) of a bank. "I don't understand what kind of service it is, but in January they charged me 2 fees, each time 8,800 VND. It's not much money, but it's an unacceptable way of picking customers' pockets!", Ms. Nhung said indignantly.

Talking to reporters, experts said that this situation still occurs frequently, because the current payment network infrastructure is still backward and often malfunctions. "Service providers and banks compete and race for market share without paying attention to service quality," explained Dr. Nguyen Tri Hieu, a banking expert.

Meanwhile, Associate Professor - Dr. Ngo Tri Long also commented that not only is there a loss of assets, if this situation is not corrected, banks, payment companies, financial technology service providers, etc. will lose the trust of customers and will certainly be turned away by customers.