Complaint to Sberbank: reasons for writing, registration and deadlines

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Published: 09/03/2018

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Sberbank services are provided to individuals and legal entities on the basis of Article 30 of the Federal Law “On Banks and Banking Activities” (as amended by Federal Law No. 17-FZ of February 3, 1996, as amended on August 3, 2018). In case of inappropriate service and behavior of Sberbank employees, clients have the opportunity to write a complaint against unscrupulous employees. Based on the Federal Law of May 2, 2006 No. 59-FZ “On the procedure for considering appeals from citizens of the Russian Federation,” you can complain in three ways: orally, in writing, or electronically.

• How to write a complaint on the Sberbank website? Contact via the official website: step-by-step instructions
• Checking the status of your application

You can contact:

• to a bank branch;
• on the Sberbank website, section “Feedback”;
• send a letter by mail;
• send a message by email;
• write a review on the website regarding communication with clients;
• call the contact center numbers: 900 or 8-800-555-55-50;
• through authorities.

Complain about employees

In order to file a complaint against a specific employee, you need to know 4 available ways to do this.

• The easiest option is to call the contact center at 900 (free from a mobile phone in Russia).
• Contact a specialist at the unified customer support center at 8-800-555-55-50. The cost of the call is determined by the tariff of your operator. Hotline specialists will listen to the essence of your complaint and help resolve the situation.
• Make an Internet call from the Sberbank Online mobile application (free if your phone is connected to Wi-Fi, if you use mobile Internet - at the operator’s rate).
• Go to Sberbank’s own website at www.sberbank.ru/ru/feedback and write a letter to the feedback service.

• Take a special application form for individuals from the same website, fill it out and print it. You can submit such a statement to any Sberbank branch.
• While in Sberbank Online, follow the “Letter to the Bank” link at the bottom of the page and file a claim.
• Find the “Dialogues” service in your Sberbank Online mobile application and contact a consultant.
• Make a written complaint addressed to the head of the specific bank division in which the complaint is made. In it, it is necessary to describe in detail the reason for the conflict situation and send it by mail. Don't forget to attach a receipt to the letter to the correct person. It may be useful if the conflict is not resolved and the proceedings continue in subsequent authorities (for example, in the prosecutor's office or in court).
• Visit the nearest Sberbank branch.

If you are not satisfied with the answer in the above cases, we recommend contacting the Ombudsman Service - www.sberbank.ru/ru/about/today/ombudsman, which is an independent division directly subordinate to Sberbank President German Gref.

Feedback on the official website of Sberbank

The official website of the country's first bank has several useful tools that not all clients of the credit institution know about. One of these tools is a feedback form. Here you can get a written answer to almost any question about the bank's work. Also, controversial issues regarding customer service are resolved through feedback.

To open the form, you must go to the official website of the credit institution. At the very bottom of the page, in the list of links available for clicking, select “Feedback”. The transition is also available from the mobile version of the official website. It is recommended to use feedback after a telephone call has not produced the expected result. Plus, this option is well suited for people with hearing disabilities.

Sberbank feedback form

On the page for filling out the application form, the client correctly selects the category - “private or corporate clients”. Next, fill out the application form. Here you will need to select the purpose and reason for the request. For convenience, you can use thematic blocks. Here you can track the status of the request using the assigned number.

Contacting Sberbank via feedback

The text of the request is filled in. The client describes in detail the essence of the current problem. If it is possible to document the request, the client attaches available files to it: scanned copies of documents, screenshots, text files, etc.

Filling out an online application form to Sberbank

To generate a request, the client’s personal data is indicated. Anonymous requests, or requests made in violation of the standards established by the bank, are not subject to consideration. Such requests are automatically canceled by the credit institution, regardless of their subject. Here the request is assigned a number by which you can track its status.

Client personal data when contacting Sberbank

Applications are considered not in order of priority, but as they are received. The maximum processing time for a request is 5 banking (working) days. The response is received on the request generation page, via email and SMS. The client chooses independently how to receive the bank’s response.

If the client, for some objective reason, does not agree with the bank’s decision on his question or problem, he submits a request to the Sberbank Ombudsman Service. For those who do not know what this service is and what issues it solves, further information will be very useful. It is the ombudsman at the bank that considers controversial issues, while adhering to the principles of fairness and objectivity.

Complain about the work of the department

Individuals can leave negative feedback on the issue of unsatisfactory service in one of the Moscow branches of Sberbank in the following ways:

• Call the central office of Sberbank at +7 (495) 665-86-05 and tell about the problem.
• Prepare and send an email to [email protected] , the volume of which should not exceed 2 MB.
• On specially designated days, contact the Sberbank branch at Moscow, st. Marksistskaya, 34, building 7.

Sample

How to write a complaint to Sberbank? A sample of this document will be presented below. It is only a template that can be used when making claims against a banking organization.

Based on everything previously written, the complaint against the actions of Sberbank will look like this:

To the Head of Sberbank OJSC

from Ivanov Ivan Ivanovich.

Claim

On June 15, 2006, I deposited funds into the bank’s cash desk as a monthly payment under loan agreement No. 222 in the amount of 10,000 (ten thousand) rubles 00 kopecks. Sberbank branch where the action took place: Moscow, st. Ivan Susanina, house 12.

On July 15, 2006, when I came to make the next payment, the department employee told me that no funds had been received for the previous month. And they demanded that I pay the loan immediately in 2 months. At the same time, they requested a penalty in the amount of 15,000 (fifteen thousand) rubles 00 kopecks.

The employee did not react in any way to the payment slip I presented for last month. He still demanded that I pay double payment along with penalties. I consider these actions illegal. Therefore, I ask you to consider my case and send the answer to the address: Moscow, st. Petrishcheva, house 15, apt. 8.

Now it’s clear how to write a claim against Sberbank of Russia. A sample document sent directly to the organization's head office has been reviewed. In the same way, you can write a claim to Sberbank for a refund. What to do if actions do not bring results? Then the proposed template will be slightly modified.

Write a complaint to the Central Bank

If it turns out that any answers from Sberbank do not bring the expected result, you can always send an appeal to the Central Bank or other bodies that supervise the activities of banks. But due to the fact that different structures are studying the issue, its resolution may take a long time, and the result rarely differs from what you get when contacting Sberbank directly.

There are special institutions where you can send a complaint against any financial institution. If you are somehow dissatisfied with the service at Sberbank and you don’t see any other resolution to the conflict other than a complaint about it to higher control authorities, express your dissatisfaction as follows:

Send a letter of claim to the Central Bank of Russia. The exact address of the Central Bank of the Russian Federation is posted on the website www.sbr.ru. There is also the opportunity to file a complaint electronically. It is necessary to carefully fill out all fields in the proposed application form for individuals. The length of the letter should not exceed 15 thousand characters. In the text of the application, all facts must be presented in a correct form, avoiding overly emotional expressions and the use of profanity.

Such complaints from individuals are considered within 30 days from the date of receipt by the Central Bank.

Rules for filing a complaint against Sberbank

The Ombudsman considers customer complaints independently of other structures of the Bank. His tasks are not to defend the interests of the Bank or the client, but to resolve issues in accordance with the current legislation and regulations of the Bank. First of all, to contact the ombudsman, the client must meet one of the categories - an individual or a small business entity. It is important to pay attention to the following requirements:

• The reason for the appeal is the client’s real or potential losses in the amount of 3,000 rubles or more, incurred through the fault of Sberbank employees.
• The issue or problem has not previously been adjudicated.
• The Ombudsman is considering this appeal for the first time.
• The client has a solution from the Sberbank support service in his hands.
• More than 30 working days have passed since the submission of the application to the Bank - in this case, the client can contact the Ombudsman without prior inquiry regarding his issue.

For example, if an incorrect transfer of funds amounts to 100 rubles, the application will not be processed or considered. The final decision on such issues is made by the support service through the feedback form. The Ombudsman resolves controversial issues, the solution of which requires an in-depth analysis of the situation.

What issues are not considered by the Sberbank Ombudsman

At the same time, the Ombudsman does not consider issues related to the execution of loan agreements in terms of: changes in interest rates, restructuring, writing off loan debt, etc. This rule also applies to credit cards. Also, the client will waste time if his question is related to the opening/closing of additional Bank branches, the operation of terminals and ATMs.

In addition, requests related to the Bank’s compliance with the requirements of Federal Law No. 115-FZ are not considered. And finally, the Ombudsman does not consider requests that are related to Sberbank’s charitable activities or the provision of financial assistance. Anonymous requests will not be processed.

The deadline for consideration of the appeal has not been established. It all depends on the name and complexity of the user’s problem. The average waiting time for a response is 5 banking days. In practice, requests can be processed much faster. The Ombudsman is the final authority to resolve an issue or problem at Sberbank.

about the author

Anatoly Darchiev - higher education in economics with a specialty in “Finance and Credit” and higher education in law in the direction of “Criminal Law and Criminology” at the Russian State Social University (RGSU). Worked for more than 7 years at Sberbank of Russia and Credit Europe Bank. He is a financial advisor to large financial and consulting organizations. Engaged in improving the financial literacy of visitors to the Brobank service. Analyst and banking expert. [email protected]

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Rospotrebnadzor

• In case of violation of consumer rights, it is worth filing a complaint with Rospotrebnadzor. This authority monitors any violations of the rights of individuals and facilitates the resolution of controversial issues in the field of financial services.
• Appeals to the Federal Supervisory Service are accepted on weekdays at 8-800-100-00-04. By calling this phone number you can tell about your complaint against Sberbank, ask any pressing question or get the required clarification.
• Submit an application online through the official website of the supervisory authority rospotrebnadzor.ru.

How to correctly write a request to Sberbank?

When submitting a message to the bank, the following points must be taken into account:

1. Purpose of submission . Always be specific about your goal. This will allow bank employees to immediately transfer your request to the right department, which will significantly speed up the consideration and resolution of your problem.
2. Reason . The site offers the following reasons: debit or credit card, brokerage services, money transfers or payments, deposits, loans, mortgages and more. Please select the reason you need before submitting.
3. Text . When writing a letter, you must indicate the number of the bank branch with which the current situation is connected. It is also recommended to describe the current situation in as much detail as possible, as this will allow the problem to be resolved as quickly as possible. If necessary, you can attach various files to the letter.
4. Method of receiving the answer . Before sending a letter, do not forget to indicate the most convenient way for you to receive a response.

Roskomnadzor

• Complaints about the work of all Russian banks and Sberbank in particular are accepted by the Federal Service for Supervision of Communications (Roskomnadzor), for example, when the bank leaked a client’s personal data.
• Personal reception of individuals is carried out on established days at the address Moscow, Kitaigorodsky proezd, 7. Personal reception is carried out only upon presentation of a passport. To find out office hours for individuals, the procedure and deadlines for processing claims, call the unified information service, or check the information on Rospomnadzor’s own information resource rkn.gov.ru
• It is possible to submit a complaint to the supervisory organization electronically by email

We, for our part, regularly check and update the information, periodically checking the data directly with the bank itself and with control departments for the introduction of new or outdated ways to complain about Sberbank in 2019.

Ask a Question

Going to court

If problems with the bank are not resolved peacefully, then a lawsuit is filed. To file a claim against Sberbank, a statement of claim is written in a short business style. The title of the application states:

• court name and address;
• personal information about the plaintiff (complaining party);
• information about Sberbank (legal address, full name of the manager, TIN, KPP, etc.).

The application contains the following information:

• under what circumstances did the conflict arise?;
• essence of the conflict;
• in monetary disputes the price of the claim is indicated;
• request to resolve the situation;
• justification of requirements based on legislation.

Attached is a list of documents related to the case: checks, receipts, extracts. The application is submitted to an authorized bank employee or sent by registered mail.

Complaint to authorities

If the document needs to be sent to higher authorities, then the text can be changed according to the following principle:

To the district court of the Leningradsky district of Moscow

From Ivanov Ivan Ivanovich.

Please consider my claim against Sberbank of Russia. On July 16, 2006, I sent a complaint against the actions of a bank branch employee regarding the issue of making monthly loan payments. The text of the appeal is attached to this complaint.

On July 26, 2006, I received a response from the head office of Sberbank, according to which the employee’s actions were considered legal. They demanded that I pay several months' worth of money along with penalties. The text of the response is attached to this document.

I ask you to study the attached materials and acknowledge the fact of unlawful actions of a Sberbank employee.