Complaint against VTB BANK - how and where to complain

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.

How to write a claim to the bank?

Before preparing an application to the bank, you need to decide how it will be submitted. Three methods are available :

In person through a branch of a financial institution.
By post.
Online through the official website.

In the first case, you will have to visit the bank, find an employee who accepts applications from citizens, hand him the first copy of the application and ask him to sign, date and stamp the second copy or copy of the complaint.

In the second case, a recommended letter is sent with a list of attachments. You need to take the time to write down the full name of the complaint in the inventory. And finally, the third way is through the official website after registration, enter the text of the claim in the form provided and send a message.

Sample

The claim is drawn up in accordance with the requirements for a regular claim. The header indicates the legal name of the bank, its address, the applicant’s passport details, including data on temporary or permanent registration, the name of the appeal, in which it is recommended to use the word claim.

The main part of the document contains:

Reason for complaint: violation of the law, for example, unilateral change of interest rate or fraud, incorrect treatment, poor service, disclosure of data, etc.
Details of the employee with whom the applicant had direct contact, date and time of the incident.
What confirms the stated facts: paper media, audio or video recordings, witnesses.
References to legal norms that were violated by the actions of bank personnel.
Applicant's requirements.
List of attached documents.
Date and signature.

You can use a sample claim in which you need to insert your own data.

The document is available for download here

Terms of consideration

You should expect a response within 30 days . This is exactly how much is provided by law to consider a claim of violation of consumer rights during the provision of a service. In this case, the bank is the executor, and its client is the consumer.

You can speed up the process if you directly submit a claim to the bank (the first method), and periodically call the contact person to inquire about the progress of the consideration of the appeal.

In this case, it is possible to simultaneously contact other organizations that are the controlling body in relation to the bank. Read more about them below.

You will receive an answer even faster if you submit a claim through the official website . Through the support service it is convenient to inquire about the progress of the complaint; employees promptly (within a week or two) respond to submitted complaints.

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.

Contacting the Financial Ombudsman

statements to the financial ombudsman for free in word format

If violations by the bank have not been eliminated after the client has carried out an independent conflict resolution procedure, you can complain to the financial ombudsman.

This happens in the following cases:

if funds were illegally debited from the client’s account,
if the bank unreasonably increased interest on a loan, loan,
bank employees violate the client’s civil rights while collecting loan debt,
the bank demands to repay the debt before the deadline stipulated in the agreement,
The bank refuses to restructure the debt.

You can send your appeal by registered mail to the address: index 121069 Moscow, Skatertny Lane, building 20, office 1. The electronic version of the document can be sent by letter to [email protected]

In addition, a complaint can be submitted in other ways:

on the official website of the structure https://arb.ru,
personally when visiting a territorial unit,
orally via hotline.

The financial ombudsman provides services free of charge. His work is paid exclusively by the state.

The processing time for a client's request varies from one to three months. It all depends on the remoteness of the region where the violation occurred.

Watch the video. Where to complain about the bank:

What to include in your application:

For private clients	Business	For questions regarding brokerage and depository services
Last name, first name, patronymic and date of birth Contact details: telephone number, postal address, email address or other identification details by which you can identify the sender and send a response to the request Text of your message The date of the application and signature (if the application is submitted in writing) You can attach the necessary copies of documents to your application (with the exception of applications submitted through the feedback form on the bank’s website and orally)	Name of your organization and surname, first name, patronymic of the authorized person Contact details: INN, OGRN, telephone, postal address / address of the location of the legal entity, email address Text of your message The date of the application and signature (if the application is submitted in writing) You can attach the necessary copies of documents to your application (with the exception of applications submitted through the feedback form on the bank’s website and orally)	Last name, first name, patronymic and date of birth Contact details: telephone number, postal address, email address or other identification details by which you can identify the sender and send a response to the request Text of your message The date of the application and signature (if the application is submitted in writing) You can attach the necessary copies of documents to your application (with the exception of applications submitted through the feedback form on the bank’s website and orally)

What to do if you transferred money to a fraudster’s card

If the police do not fulfill their prescribed role , then further process will become impossible and then it will be necessary to contact the prosecutor's office with a statement in which all the circumstances of the incident will be outlined, including contacting law enforcement agencies.

If the transferred funds have not yet been cashed, then some banks may return the transferred funds , but in most cases this does not happen, as the charters of credit institutions provide only two possibilities for such an operation:

Where to go

Based on what violation the citizen wants to complain about, he can apply:

To the head of the department where his rights were violated, or to the head office.
To the Central Bank.
To the financial ombudsman.
To the Federal Antimonopoly Service (FAS).
To Rospotrebnadzor.
To the prosecutor's office.

Attention!
For a faster response, you can write a complaint to several institutions at once that are empowered to consider such requests! To address a complaint against VTB to several recipients at once, you can use this sample document:

Where can you file a complaint against VTB?

Complaint to RSA (Russian Union of Auto Insurers)
When filing a complaint, the client has a question: “Where should I complain?” The choice directly depends on the type of violation. Citizens can file a complaint against VTB Bank with the following authorities:

directly to the head of the department, or to the main office;
Central bank;
Federal Antimonopoly Service;
Rospotrebnadzor;
financial ombudsman;
court and prosecutor's office.

Note! Judicial proceedings should be resorted to only as a last resort, when the problem cannot be resolved at the pre-trial level. Experts recommend starting to resolve the issue with authorities “from the very bottom.”

VTB support service in mobile applications

Like any other large bank, VTB-24 has its own application for mobile device users. Currently, the VTB-24 application is available on Android and IOS platforms. For most people, composing an appeal or complaint is convenient in a mobile application.

In the “Contact with the Bank” section you will find all the necessary information to contact the bank’s support. In addition, processing of an appeal or complaint received for consideration from the bank’s mobile application occurs in a shorter time than when using the bank’s website.

In addition to the fact that you can leave requests in the application and use the support service, VTB Online is a full-fledged bank in your smartphone.

Most of the functions and operations available to bank clients can be performed from the screen of their mobile phone.

Video:

Ways to file a complaint

The applicant has the right to decide for himself how to submit the claim. Possible ways to leave a complaint against VTB 24 include:

personal delivery directly to the head of the VTB branch;
through customer support (by visiting the official website, or through your personal account, where in the lower right corner there is a footnote “VTB leave a complaint”);
call the banking organization’s hotline (the phone number can be found on the Internet);
VTB write a claim online on the Internet;
by registered mail;
by fax.

As practice shows, applications submitted online take a very long time to be considered by authorized employees. Lawyers recommend giving preference to a written appeal and personal delivery of the complaint, or through a proxy. In this case, the applicant will have a list of the main and additional documents (evidence) provided, as well as an act confirming receipt of the papers by the authorized person and containing his data (full name, position, signature).

Sample complaint against a VTB employee

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 551

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VTB launches new ways to combat fraudsters

security in banks

28 April 2021 10:05 |28 Apr 2021 10:05 | | Share

VTB Online will feature a fraudulent call detector, a service for verifying the authenticity of web addresses, transaction analysis based on artificial intelligence, and verification of transactions via NFC. In addition, clients will have access to the service of insuring accounts and cards in all banks. Anatoly Pechatnikov spoke about this .

VTB specialists record an increase in the number of fraudulent attacks in Russia in the first quarter. Attackers continue to actively use social engineering and phishing methods. According to the results of January-March, VTB rejected 37% more fraudulent transactions - over 88 thousand compared to the same period in 2021. The volume of saved client funds increased by 10%, to 2 billion rubles. VTB blocked four times more phishing resources, and also identified 1.5 times more suspicious devices and customer cards compared to the previous quarter.

“Our top priority is to ensure the security of our clients’ data and funds. VTB has successfully implemented voice anti-fraud systems in its contact center and uses biometric identification of clients using voice casts, and has strengthened the security of the updated VTB Online. Considering the growing number of fraudulent attacks in Russia, we must be two steps ahead of scammers, so we are constantly improving technologies and introducing new levels of protection,” said Anatoly Pechatnikov.

Already in May, VTB Online will introduce a verification procedure using NFC technology for some transactions: when conducting a suspicious transaction, the system will ask you to tap the card on your phone for additional verification of the client. In the second quarter, VTB will launch a new service for insuring accounts and cards against fraud in all banks of the Russian Federation. It will protect the policyholder's funds from cases of unauthorized debiting as a result of phishing, skimming, fraudsters in the bank office using fake documents, cash received by fraudsters at a POS terminal or online banking, malware on client gadgets, or Internet fraud.

In the third quarter, VTB Online will feature a scam call detector. When there is an incoming call, the client will see a hint on the screen - spam, advertising, scammers or a useful call. In addition, to prevent fraudulent transactions on customer cards, the bank will launch a new model based on artificial intelligence. The technology will make it possible to detect potential dangers when performing a banking transaction in VTB Online based on instant analysis of available Big Data arrays.

By the end of the year, VTB Online will have a service for checking web addresses for phishing, so that customers can be convinced of the reliability of the link to pay for a third-party resource.

“We strongly advise customers to remain vigilant in any situation. Most fraud attempts rely on deception and manipulation techniques to obtain sensitive information from customers. Bank specialists will never ask citizens for card, account or one-time password information. Therefore, regardless of the latest technologies that the banking community is introducing to combat fraudsters, the main tool in the fight for the safety of one’s funds is the attention and vigilance of the client,” noted the VTB top manager.

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Dmitry Stepanov
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VTB 24, complaints about branches and employees

An unpleasant situation occurred in the branch of VTB24 Bank at 41 Komsomolsky Prospekt in Chelyabinsk. The bank manager Vadim called me the day before and said that I was approved for a loan on preferential terms with “box” insurance for 1 year, although the application was sent without insurance at all for a period of 4 years.

I came to apply for a loan and asked the bank manager if I might go to VTB Insurance to cancel my insurance, what actions would follow, to which the manager replied that she needed to clarify the information then.

She left and came out with the office director, who said that then the application would need to be resubmitted without insurance. I explain to her that I want to get a loan now with preferential VOLUNTARY insurance, as the bank approved for me, to which she answered me (I quote from the audio recording) “We will send the agreement for additional.

Sample claim against VTB Bank

Complaint against a traffic police inspector - sample
There is no specific form for drawing up a complaint against VTB Bank, so when writing it is worth focusing on examples and paying attention to the requirements of the body to which the document will be submitted directly.

Sample complaint against VTB Bank

Writing a claim is a simple process; more attention should be paid to collecting and supporting evidence, which will take most of the time. If you are unable to formulate a request yourself, you should turn to specialists for help.

In what cases should you file a complaint?

Disputes can arise with a bank for a variety of reasons. In general, all violations of rights can be divided into groups:

inappropriate behavior of bank branch employees (rudeness, imposition of services, unreasonable refusal of service, etc.);
violation of the law on the protection of consumer rights and banking legislation (providing knowingly false information about a loan product, false advertising, connecting paid services without the user’s consent, etc.);
serious violations of the law by the bank and refusal to compensate the consumer for harm (for example, refusal to return amounts unjustifiably debited from the account).

No matter how the rights of a bank client are violated, he should defend his rights and write a complaint against VTB Bank.