Context: Digital finance consumers are weaker than ordinary consumers in one point: the product they buy is lines of abstract terms, and the ‘defect’ appears only after money has been debited. The protection system must therefore start from the right to information before transacting.
The Legal Framework That Decides the Issue
The framework protecting digital finance consumers is a combination of the Law on Protection of Consumer Rights 19/2023/QH15 (effective 1 July 2024) and banking-sector rules. From the general law, consumers have the right to full and accurate information about products and fees before contracting, and the right to complain and claim compensation when the provider breaches. The Law on Credit Institutions 32/2024/QH15 and State Bank rules concretise this for the sector: credit institutions must publish interest rates and fee schedules, resolve complaints within set deadlines and report customer complaints to the State Bank. The most typical ‘non-transparent’ fees — maintenance, penalty and add-on service fees appearing only on statements — breach both layers at once.
An effective complaint route climbs a ladder: complain at the financial organisation first (demanding a tracking code and a reply deadline), then the State Bank branch or hotline for conduct of credit institutions and payment intermediaries, the competition and consumer-protection authority for unfair commercial conduct, and the court where damage is large or the organisation refuses to resolve. The complainant’s inherent weakness is lack of evidence about what was promised at sale — so every offering document, fee screen at contracting time and advice recording (if any) must be saved from day one, not when a dispute erupts.
Beyond the Text: How Authorities and the Market Actually Operate
One small habit changes the complaint balance: before confirming any digital finance product, screenshot the total-cost screen and main terms. A financial organisation may change its fee schedule later under pre-notified terms, but fees charged at contracting must match what was displayed to the customer at that moment — and the screenshot is the only evidence the customer holds personally.
What to Do: Action Checklist
The steps below turn the analysis above into concrete work:
- First, test your own situation against this ground: The framework protecting digital finance consumers is a combination of the Law on Protection of Consumer Rights 19/2023/QH15 (effective 1 July 2024) and banking-sector rules.
- Record the application point specific to this case instead of copying conclusions from another case: The Law on Credit Institutions 32/2024/QH15 and State Bank rules concretise this for the sector: credit institutions must publish interest rates and fee schedules, resolve complaints within set deadlines and report customer complaints to the State Bank.
- Prepare the evidence and file relating to the following point before dealing with authorities or partners: One small habit changes the complaint balance: before confirming any digital finance product, screenshot the total-cost screen and main terms. A financial organisation may change its fee schedule later under pre-notified terms, but fees charged at contracting must match what was displayed to the customer at that moment — and the screenshot is the only evidence the customer holds personally.
- Answer the question clients ask most directly with this conclusion, and keep it on file: You may demand the organisation explain the fee’s basis under the fee schedule and terms published at contracting time, under the Law on Protection of Consumer Rights 19/2023/QH15 and banking fee-disclosure rules. A fee absent from the notified schedule is a baseless charge and must be refunded when the complaint is evidenced.
Frequently Asked Questions
What if a fintech charges non-transparent fees?
You may demand the organisation explain the fee’s basis under the fee schedule and terms published at contracting time, under the Law on Protection of Consumer Rights 19/2023/QH15 and banking fee-disclosure rules. A fee absent from the notified schedule is a baseless charge and must be refunded when the complaint is evidenced.
Where do I complain about a digital finance company?
Climb the ladder: complain at the company itself demanding a tracking code, then the State Bank if the company is bank-supervised (credit institutions, payment intermediaries), the consumer-protection authority for commercial conduct, and the court for large damage. Following the ladder with an evidence file makes each higher level faster.
What is the right to information?
The right to information is the right to full, accurate disclosure of the product, interest, every fee and condition before contracting, in a form the consumer can keep and check later. Information flashed briefly in a tap-to-agree flow with no way to retrieve it does not substantively satisfy this right.
This article has been quality-reviewed by the FLAW AI Legal Council