Reviews about VTB: “Complaint about the actions of employees of VTB 24 Bank”

How and where to file complaints regarding the bank’s work?

The decision to file a complaint against the actions of VTB employees must be balanced and reasoned. Be prepared to provide facts confirming that the claim of unlawful actions by VTB is fully justified.

Rospotrebnadzor

The client can file a claim against the bank with Rospotrebnadzor if there is obvious arbitrariness within the bank outside the legislative framework. Below is a list of the main reasons for citizens’ appeals:

Unreasonable withdrawal of commission interest.
Illegal transfer of client debt to third parties (collectors).
Actively soliciting an insurance agreement.

You can write a letter of complaint online on the service’s website or send it to the regional office. The period for consideration of the complaint is 21 days.

Complaint to the Federal Antimonopoly Service

If the subject of the complaint against VTB is a misunderstanding between the bank and the client in matters of insurance or property valuation, feel free to contact the Federal Antimonopoly Service.

Central Bank of Russia

The Central Bank is a regulatory body that supervises all financial transactions carried out on the territory of the state, as well as the legality of their implementation. If the subject of the complaint is really serious, the bank may face significant difficulties, including the seizure of the license.

A claim of unlawful actions against a VTB client goes through several stages of scrupulous verification. If you want to receive a positive decision on your application, approach the preparation of a reasoned claim as responsibly as possible.

The Central Bank is considered one of the most influential regulatory bodies in the banking sector, as well as the most effective in terms of the number of accepted applications. The complaint letter can be posted on the official web page of the admission office.

Complaint to the Financial Ombudsman

If your initial decision was to file a complaint against VTB, but within a month the employees did not resolve the situation, contact the Ombudsman. A specialist will consider your complaint absolutely free of charge in a pre-trial manner and make recommendations. Below you can find a list of problems that the financial ombudsman will help you deal with.

Debiting funds from a VTB client’s personal account without his participation.
Illegally charging interest on a loan.
Pressure from collection agencies.
Difficulties that arose in matters of restructuring.
Illegal demand for early repayment of debt.

Individuals served by VTB can file a complaint on the ADB website.

Appeal to the court and the prosecutor

When faced with an illegal seizure by a bank of any personal property, in addition to collateral, violation of consumer rights, lack of complete information, refusal to issue funds from a VTB deposit, this may be the reason for filing a lawsuit in court.

The applicant has the right to demand certain monetary compensation from VTB for the damage caused. Unfortunately, recently cases of litigation with VTB regarding loans due to incorrect execution of the loan agreement and violations of legislative norms have become more frequent.

Application to court against the bank

The judicial authority is the last authority that can restore violated rights and protect the interests of the consumer of banking services. You should go to court if all the steps have been passed, but the desired result has not been achieved.

The application must consist of the following parts:

introductory – bank details, information about the applicant and the defendant are indicated;
descriptive part - sets out the essence of the appeal, the situation as a result of which the applicant decided to go to court, the reason for the conflict, what rights were violated, references to regulations;
petition - the applicant indicates what he wants to receive as a result of the consideration of the case;
final – a list of attached documents, date and signature of the applicant are written.

The more information is provided in the claim and documents attached to it, the greater the chance of a positive resolution of the situation.

How to properly file a complaint?

Regardless of which supervisory authority or support service you decide to submit your application to, the structure of the application must be followed and include the following information:

Full address of the VTB branch where the incident occurred.
Valid personal and contact details of the employee against whom you are filing a complaint. Don't forget to indicate your position.
The exact date of the incident.
Time of incident.
A detailed statement of the essence of the complaint. Describe what action on the part of VTB led to the filing of the complaint. Here you can talk about poor quality service (providing invalid information, rude behavior of employees towards you, attempted or actual fraud, disclosure of personal data and other sensitive information).
Support your complaint with any documents, audio recordings or video recordings (if available) that you believe will help prove your case.
Your requirements, stated in free form. Formulate what conclusion from the organization making the decision on your application will satisfy you.
Sign and provide your personal information (full name, phone number, address and email).

The complaint will need to be printed on a white sheet (A4 format). After which it will need to be transferred to the management of VTB Bank or to one of the regulatory organizations. If you plan to file a complaint about VTB’s actions with a number of structures, then make additional copies and send them by mail. If you decide to submit a complaint online through a feedback form or send it by email, be sure to ensure that it is delivered to the recipient.

Federal Antimonopoly Service

If an employee of a financial institution tried to hide any information about the product offered or provided false information about the conditions for its use, then the consumer can contact the FAS in any way available to him:

In writing, by sending a letter to the address of the territorial unit, guided by the data of the website https://fas.gov.ru (residents of the capital should send correspondence to the address 125993, Moscow, Sadovaya-Kudrinskaya St., 11, D-242 , GSP-3, Artemyev I. Yu.). Applications can also be sent by email .
Leave the complaint in a specially designated box, from which letters are removed once every 2-3 days. Such boxes are freely available in the FAS office.
Online through the institution's website. In this case, you will have to fill out a short form, which will become available after activating the “Appeal to the FAS of Russia” option. In addition to standard information, the client will need to indicate how he wants to receive a response - through Russian mail or to his email account. To speed up the application processing procedure, you can attach electronic files to the form that will help the FAS understand the essence of the issue.

How to file and where to file a complaint about inappropriate behavior of a VTB Bank employee?

If you think that your complaint can be considered and resolved within VTB Bank, try filing a complaint using one of the convenient methods described below. To quickly resolve the issue, support staff may request additional confidential data, so before contacting VTB support, prepare all the necessary documents.

VTB hotline

To quickly resolve the issue, file a complaint and get advice, we recommend contacting the VTB hotline at one of the numbers indicated in the table:

8	The main VTB hotline, calls to which are free from mobile or landline numbers.
+7	VTB international hotline for calls in roaming when arriving abroad.

Bank support service

For the convenience of VTB clients, support staff, in addition to hotline numbers, can receive complaints via fax: +7 495 980 46 66. The free hotline operates 24 hours a day. By calling VTB support service, you can follow the voice menu prompts. The recommendations of the audio informant provide answers to most popular questions and allow you to resolve many controversial issues without filing a complaint.

To contact the operator, listen to the end of the sound menu, then confirm the connection with the operator. Incoming calls received on the line are accepted on a first-come, first-served basis. If there is no available operator, stay on the line. As soon as a specialist is free, he will answer your call.

Official site

If you find it inconvenient to contact customer support by phone, you can leave a complaint at any time directly on the official VTB website.

To leave an online request, follow the following procedure:

Using a search engine, find the official VTB website and go to it.
Go to the reviews section by clicking on the corresponding button in the side menu.
In the open window, scroll down the page to the complaint section.
Please provide all correct information in the feedback form.
Describe in detail what was the reason for writing a complaint about actions on the part of VTB.
Please indicate your full name.
Please provide your email address and phone number.
Confirm your consent to the processing of personal data.
Submit a complaint.

Online applications are reviewed within 24 hours. After considering the complaint, bank employees will contact you to promptly resolve the problem.

Letter of complaint to the local or head office of VTB Bank

A less popular, but no less effective way to file a complaint is to send a letter of complaint to the postal address of the VTB central office: 101000, Moscow, st. Myasnitskaya, 35

Social media

If you prefer to complain in a modern way, then support staff are ready to consider your request via online chat on the official pages of VTB on social networks: VKontakte and Facebook.

By entering into a dialogue with a VTB employee in the community, you will be able to ask clarifying questions and monitor the consideration of the complaint online. The waiting time for a response to your request takes from five minutes to several hours, depending on the workload of the operators.

As you can see, there are several ways to file a complaint about unlawful actions on the part of VTB. We recommend that you first contact our internal support team. If the bank does not meet you halfway, then the problem should be solved more radically through the appropriate services.

Financial Ombudsman

In most cases, clients are not satisfied with the methods that debt collectors use when collecting debts. But failure to comply with the law regulating such activities is a reason to file a complaint with the financial ombudsman, Pavel Alekseevich Medvedev.

If VTB specialists work to collect loans in clear violation of current legislation, and the head office or branch ignores the requirement to punish violators (at least 30 days have passed since the collapse of the bank), then the borrower can complain to the ombudsman:

In writing by mail (107016, Moscow, Neglinnaya str., building 12) or by email or [email protected]
At a reception, which takes place in the capital at the address Sandunovsky Lane, building 3, building 1. Working hours with citizens: Monday to Thursday from 9.00 to 17.30. On Friday there is a shortened day - until 16.00. Clients living in other regions can contact their territorial divisions. And in order for the document to reach the recipient, it should be placed in an envelope and signed by the “Financial Ombudsman”.
Online at https://arb.ru/b2c/abuse/form.php.

You can get information about the stage of consideration of the claim and the final result by phone.

Rospotrebnadzor

A somewhat outdated, but quite effective method. Sometimes it remains more effective if you need to confirm the identity of the person being sent. If such communication is carried out from the post office, then the identity of the applicant can be accurately established and a response can be received faster.

Where can I complain about VTB Bank?
Where to write a complaint against VTB 24 bank
How to write a complaint to VTB Bank

A letter indicating violations of the law on working with consumers to Rospotrebnadzor at VTB Bank can also move the issue forward. Here you will need to focus specifically on the violation of consumer rights and prove this with copies of documents and account statements.