Card emergency contact:

Working hour: Monday to Sunday – 24 hours

+855 23 988 655

+855 10 988 655

+855 95 555 895

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At AEON SPECIALIZED BANK (CAMBODIA) PLC., we believe that every piece of feedback, complaint is an opportunity for us to grow and serve you better. Our goal is to make the resolution process as seamless, transparent, and respectful of your time as possible.

Our 3-Step Approach to Resolution

We are committed to addressing your concerns through a clear, fair, and efficient process.

Step 1: Quick Connect – First Contact
For most issues, the fastest resolution comes from a direct conversation with our support team. Please reach out to us through your preferred channel.

• Hotline: +855 23 988 555 | +855 78 988 555 | +855 70 988 555
• Digital Channels: info@aeon.com.kh | Facebook Page: www.facebook.com/aeonbank.kh
• In-Person: Visit any AEON Bank branches

We aim to resolve your concern at this stage within 1 to 2 working days. If we need more time, or if you are not completely satisfied with the initial resolution, we will guide you to Step 2.

Step 2: Formal Case Review & Investigation
If your issue remains unresolved, or if you prefer to lodge a formal complaint, our dedicated Complaint Handling Team will personally manage your case. This ensures a thorough, fair, and objective review.

To initiate this stage, please complete the CUSTOMERS’ COMPLAINT form and​ click​ Submit.

• Resolution Timeline: We aim to provide a final resolution within 30 calendar days from the date of receiving your formal complaint.
• Exception: For complex cases, we may require up to 45 calendar days or card scheme core rules. We will provide you with a written explanation and regular updates if this occurs.

Step 3: Final Review
Should you remain dissatisfied with the outcome from complaint handling team, you have the right to request a final review. Your case will be escalated to the Committee. The decision of this committee is final and concludes the Bank’s internal resolution process.

Key Information for Your Formal Complaint

To help us investigate efficiently, please ensure you provide:

• A clear chronology of the event (dates, times, and locations).
• The names of any bank employees or departments you previously interacted with.
• Any supporting documents (e.g., transaction receipts, screenshots, email correspondence).