Reasons for complaints to VTB
The most common reason for complaints is a violation by a banking organization of the provisions of Federal Law No. 2300-1 on consumer rights. Federal Law No. 395 “On Banking Activities” and the provisions of other regulations may also be violated.
Per employee
When bank employees perform their job duties poorly, openly ignore a client, or allow impolite treatment, the first authority to file a complaint is their immediate superior.
several ways to complain to the head of a VTB branch :
- Oral appeal during a personal visit.
- Submitting a written claim from hand to hand.
- Sending a complaint by registered mail.
Yulia Kalinina
Consumer Protection Lawyer
Ask me a question
After receiving the application, management must understand the situation and take disciplinary action against the subordinate. If this does not happen, you should contact the bank’s senior management or the Rospotrebnadzor service.
By insurance or by loan
Occasionally, failures in the bank's operations occur due to technical reasons or the fault of employees. As a result, errors occur when calculating interest on loans, deposits, and insurance. Here you should try to deal with the problem that has arisen on the spot by contacting the bank’s support service.
If employees of a banking organization do not want to deal with the problem, a complaint against VTB Bank is filed with the supervisory authorities.
For service
Poor service, long queues at offices, non-functioning ATMs - these problems are the responsibility of local management. If it cannot or does not want to resolve these issues, then the claim is submitted to higher authorities.
On scammers
It happens that a bank client becomes a victim of fraud.
In case of theft of funds from a deposit or from a bank card, you must immediately file a complaint with the VTB support service. At the same time, it is recommended to file an application with law enforcement agencies.
The powers of bank employees in such matters are limited; only employees of the Ministry of Internal Affairs can find the perpetrators and bring them to justice. There is no need to delay submitting an application: it will be much easier to identify scammers without delay. In such a situation, a complaint against VTB may be that it does not provide adequate security for the deposit.
VTB 24
We were tormented with calls. They want Anatoly Nikolaevich Dmitriev on the phone. We don't have people like that. The man gave us our number. We explained - it's useless! Your employees don’t understand in a good way, they bother you in the mornings on weekends and late at night! When will this stop. Go to the address and look for the one you need. If the calls don’t stop, I’ll complain anywhere and everywhere, which was a science for careless bank employees!
Forewarned is forearmed. I want to tell those who want to enter into the voluntary slavery of VTB 24 - the brethren - about the surprises that will await you if you do get into a loan from VTB 24! First, you will be “automatically” transferred to their Pension Fund, then they will sell you “mandatory” “built-in” insurance for the approved loan, they will assure you that an additional credit card with a monthly debit for servicing is a bonus to the open account and refuse this “gift” .
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Where to complain about VTB Bank
You can file a complaint against VTB Bank with several authorities, depending on the nature of the specific problem.
To the management
The easiest and fastest way to solve the problem is to contact the management of the bank branch, or higher authorities.
To receive and promptly consider complaints from consumers, VTB has opened a hotline 8 . The call is free for all operators, both mobile and landline. Operators of the bank's multi-channel line are ready to register an appeal and provide the necessary consulting services.
For Muscovites, 8 (495) 777-24-24 is also available .
If conflict situations arise with VTB, you can leave a complaint on the official website of the organization. On the main page of the site, on the right, there is a column with a list of services offered by the system. At the bottom of it there is a section “Electronic appeal”. After going to this section, an electronic form opens on the screen for filling out. The user needs to provide personal information and describe the essence of the problem that has arisen. After this, the preferred form of response to the submitted application is indicated: telephone, e-mail, registered letter.
You can personally submit a complaint about the organization’s work at an appointment with the management of the bank branch.
You can also send a written complaint to the VTB head office, which is located at the address: 109147, Moscow, Vorontsovskaya St., building No. 143. Legal address of registration of the bank: 190000, St. Petersburg, Bol. Morskaya St., building No. 29.
VTB Bank also has its own pages on the social networks VKontakte, Twitter, Facebook, and on the YouTube video hosting site. Here you can also share your problem with administrators, who will forward the message to the organization's management.
Financial Ombudsman
If the bank's management did not want to satisfy the claims of a dissatisfied customer, you can contact your local financial ombudsman for assistance.
This position was established to protect the consumer interests of citizens in the event of conflicts and other problems with financial organizations.
When submitting an appeal, you need to support it with a strong evidence base . After considering the received complaint, the Ombudsman has the right to initiate an audit of the activities of the bank branch through the prosecutor's office, or contact other supervisory authorities.
It should be noted that the competence of the financial ombudsman includes disputes involving amounts less than 500,000 rubles .
Complaint to the FAS
The Antimonopoly Service is also one of the bodies that supervises the activities of banks. A complaint against VTB Bank is filed with the FAS in case of violation of antimonopoly legislation .
For example, if bank employees impose additional paid services on the client when applying for a loan or concluding an insurance contract.
You can leave a request by calling the FAS Russia multi-channel telephone number 8 , or on the agency’s website.
To Rospotrebnadzor
If the bank violates the norms of Federal Law No. 2300-1 on consumer rights, the client has the right to file a complaint with the territorial office of Rospotrebnadzor. This can be done by appearing in person at the department’s reception desk, or by sending the paper by registered mail.
There are other ways to file a claim against a bank with Rospotrebnadzor :
- On the organization’s website, which is located at the email address ru;
- By emailing [email protected] ;
- By calling the hotline.
To the Central Bank
The Central Bank is a regulatory agency that monitors compliance by financial organizations with the provisions of the Law “On Banking Activities”. If the client has identified such violations, he can send a complaint to this institution, supporting it with evidence of his innocence.
A complaint about VTB-24 to the Central Bank can be submitted: by calling the hotline 8 , or on the official website of the department.
To the prosecutor's office
To contact the prosecutor's office there must be compelling reasons . This department will not deal with queues at bank branches or the sluggishness of VTB employees.
Yulia Kalinina
Consumer Protection Lawyer
Ask me a question
The application will be accepted and considered if it concerns serious offenses. For example, about fraud, about the actions of bank employees causing major financial harm.
The application must be accompanied by all available evidence of what happened - checks, statements, witness statements.
Block a fraudster's card
How will you react to the situation when your card is blocked, you will begin to figure it out, and it will turn out that this blocking is the result of a call from Vasya Ivanov, who called you a fraudster over the phone. Or write to the police - but there hasn’t even been an offense yet. They are simply extorting, but there is no theft yet.
also fucking someone called and said that it was stolen. Ok, I agree there. Trouble may come out. In general, since writing to the police is a lost cause IMHO. (I don’t have that much time and nerves), I just wrote to the VK admins to block them, but with a request to inform the account creator about this (well, at least an SMS on the linked phone).
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Complaint to the Financial Ombudsman
If VTB employees carry out work to collect loans with obvious violations of the law, while the management of the branch and the bank ignore the demands of clients to punish such violators, then borrowers can file a complaint with the Ombudsman:
- by sending a letter by mail: 107016, Moscow, Neglinnaya street, building 12;
- by sending a complaint to the email address: , ;
- by filing a complaint during a personal meeting, which is held at: Skatertny lane, 20, Moscow, Russia, 121069;
- leaving a complaint on the site:
You can find out information regarding the stage of consideration of the complaint and the result of its consideration by calling the phone number: +7 (495) 957-81-81.
Fraudsters stole money from the card, and VTB returned it
Soon I went to the nearest bank branch. Once I got to the right window with the service specialist, I told him the essence of the problem, he listened to me carefully, asked for my data, looked at the statistics of expenses on the card, then I wrote a request for a refund. The employee explained that such cases are not uncommon and, as a rule, the bank returns the funds to the owners, which encouraged me.
Then messages began to arrive about changing the password for the mail and account in one multiplayer game. At home, I figured out what was going on, my bank card was linked to the game account, the scammers hacked my email and were able to log into my account and spend in-game funds using the linked card. As a result, I blocked the card.
26 Jan 2021 etolaw 545
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* in accordance with clause 2 of Art. 857 of the Civil Code of the Russian Federation, information constituting bank secrecy can only be provided to clients or their representatives who have a power of attorney allowing them to be a representative in the bank. A power of attorney must be subject to verification, regardless of who submitted it to the bank (the client or the client’s representative), and also regardless of the powers that are granted by this power of attorney. In this regard, the original power of attorney must be provided to the bank.
Why can't I call support?
The first reason why a client cannot contact specialists is the lack of publicly available contact information. There is no such information on the bank’s official portal or in any of its documents. This is due to the fact that the bank’s system must be as reliable and secure as possible for financial safety and to exclude fraud by third parties.
