Eximbank said that on the morning of March 19, Eximbank representatives met with PHA customers in Hanoi, accordingly, Eximbank and the customers had a frank discussion in the spirit of "cooperation, understanding and sharing". The parties agreed to coordinate to resolve the case, ensuring reasonable and equitable benefits for both parties in the shortest time.

As soon as the information appeared in the press, Eximbank has been urgently checking, reviewing, evaluating and adjusting policies, regulations, procedures, contracts, agreements, including methods of calculating interest and fees in lending, granting credit via cards as well as customer care procedures to promptly support, share, and ensure harmonious benefits for both the bank and customers.

According to information from the State Bank, before the news of Mr. PHA's debt of 8.5 million VND, after 11 years it increased to 8.8 billion VND, causing a stir in public opinion, the State Bank also sent an official dispatch to Eximbank requesting the bank to arrange for leaders to directly respond or inform the press and public opinion about the responsibilities, powers and direction of handling the case with the spirit of openness, listening and accepting people's opinions. Urgently verify the case, protect the legitimate rights and interests of customers and the bank. Report the results of handling the case to the State Bank before March 21.

Previously, Eximbank put inactive accounts on the list of "hibernating" accounts. However, the bank later allowed these accounts to operate again and assigned the branch director the right to decide on fee and interest exemptions. After the incident of "hibernating" accounts generating fees, on March 20, Eximbank announced in the internal system that for customers' payment accounts that have not been used for a long time, have not generated transactions and have a balance of 0 VND, the bank will not record SMS Banking fees or account management fees.