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The Agony of Closing an Account with Sberbank

Name: The Agony of Closing an Account with Sberbank
Item: VTB Bank
Rating: 1
Author: kevinWard

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I recently discovered I had a bank account with Sberbank that I'd opened years ago without even realizing it. It's not uncommon for banks to open accounts without customers' knowledge, but it's still a hassle to deal with. I had to navigate a series of misadventures, including a tax payment mix-up that landed me in hot water with the bailiffs. Closing the account was a relief, but it's a cautionary tale about the importance of keeping track of your finances and being aware of any unexpected bank accounts.

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I had no idea I was a client of Sberbank until recently. I'd been paying for my university education through this bank for ages, and it turned out that a bank account had been opened in my name at the same time. I'd paid and forgotten all about it. To be honest, I don't even remember the whole payment process - it was ages ago.

I found out about the account when I was collecting money for my boss's birthday present at work. I sent a message to my colleagues saying to send the money to Sberbank, but a few people managed to send it to VTB instead. I had no idea that I even had an account with VTB, let alone that I could transfer money to it using my phone number.

At the time, I didn't have the time or the inclination to sort it out. I just paid out of my own pocket, thinking I'd deal with the bank later.

Then, something weird happened: I paid my tax, but it didn't go through. I only found out when the bailiffs got involved. They'd taken the tax off my wages again. During the investigation, it turned out that it was a mistake, and they'd returned the money to me - but to the wrong card. It was sent to VTB instead.

That's when I realized I needed to sort out this mysterious account that I had no access to, but which seemed to be getting money sent to it.

I ended up going to the bank SIX TIMES to try and close it!

First time, I went to the bank and they said they couldn't do anything because my old passport was in the system - I needed to update it to my new one because I'd got married and changed my surname.

The bank employee was trying to enter my passport details, but she said it was invalid. I'd been living with it just fine for years. She showed me a section on the government services website where you can check if a passport is valid, and she'd entered my details, but it said it was invalid. I'd heard of this problem existing, but I'd never thought to check my own passport.

I didn't expect the bank staff to get the numbers wrong, especially since there aren't many digits in a passport. I was told to go to the MFC and sort it out.

I rushed to the MFC. At the reception desk, there was a girl who helped me choose the right ticket. I told her the whole story, and she asked, "Have you checked the passport numbers yourself?" I said, "No". We checked together, and it was all good!

The MFC staff member told me that if my passport was invalid, I wouldn't be able to log in to the government services.

So, it turned out the bank staff just got one number wrong, and that's why it said my passport was invalid.

Second time: I headed back to the bank, and I was greeted by the same staff member. Everything went smoothly. My passport was now valid.

I just needed to wait a few days for the data to update.

Third time: I came in, wanting to close my account.

I was told I needed to withdraw all the money from my account.

To do that, I needed to get a card, and then I could withdraw the money from that. When I asked, "Why can't I just get the cash from the counter?" I didn't get a clear answer. They mentioned something about the rules, but it's probably just so the staff member gets a bonus for opening another card that I'd just close as soon as possible, since I had no interest in using the bank's services. They issued me a card, but I'd need to come back the next day to pick it up.

Fourth time: I came in, picked up my card, but I couldn't close it right away – I had to wait a few days.

When I asked why I couldn't close the card remotely and how many times I'd need to come to the bank like I was going to work, I didn't get a clear answer either. It turned out I could close the card in the app, but then I'd still need to come in and fill out a statement.I also downloaded the app when I got the card, as it was a necessary step.

The app itself looked like this:

I tapped on the "Close" button in the app.

Fifth time: I went to the bank, told them, "I closed my card in the app, I want to close my account." They told me, "You didn't close your card, you just blocked it."

Apparently, you need to fill out a statement to close the card first, and only then can you close the account. Now I had to go back in a few days to get the card closed.

My brain was thinking, "Am I an idiot or are my skis not working?" I even saved the screenshot of me tapping the "Close" button, not the "Block" button.

I'm a pretty patient and understanding person, but this time, I thought my patience was going to wear off.

Sixth time, I went back and the bank rep wrote up a statement to close the account.

I just had to wait for the account to be closed, but at least I didn't have to go back to the bank. Sixth time was the charm. After a while, I got a message that my access to the app was closed.

Apart from all this drama, which I really didn't enjoy: this phone-snatching business. I've never experienced this in any bank before. It completely ruined my impression of this bank.

I'll be honest, the whole card thing was a real hassle, and I'm still trying to figure out how to describe it.

I needed to download an app, and usually, when you download an app, it asks for permission.

I'm a tech-savvy person, not some grandma who can't use her phone, so I downloaded the app, quickly read what it's asking for, and tried to understand what I'm clicking on. But then the customer service rep took my phone and started tapping away. I was caught off guard for a few seconds - who lets their staff take your phone and start messing with it?

I tried to explain to her that it's not cool and I can handle my own phone, but she just didn't get it. As I was folding up my papers, she says, 'Oh, you need to tap something in the app', takes the phone, and sends a message in the chat saying 'Free consultation' along with her employee ID.

Next time, a different customer service rep asked me to open the chat, but at least she asked what I wanted to check in the app. However, she didn't actually check anything - she just started typing in her own info. It's like they just need to get my number under any circumstance.

I'm just glad they didn't manage to get a credit card in my name.I'm not sure why I didn't insist on just getting the cash from the cashier and closing my account. They kept talking about some rules, but now I realize they were just pushing the card on me.

I first tried to close my account on July 22nd. According to the screenshots, my account was still open on August 26th.

I spent way too long trying to close my account - a whole month, six trips to the bank, and who knows how much time wasted.

I'm just glad I can put this experience behind me.

Alpha Bank wasn't much better, but at least they made it possible to close my card and account remotely.

I guess I need to read up on setting healthy boundaries.

I'm pretty sure all that could've been wrapped up in one or two trips to the bank, but no, it took a whole month to close my account.

live_helpFeatured FAQ

How do I close my Sberbank account?

To close your Sberbank account, you'll need to visit a local branch in person, bringing a valid ID and any necessary documents to prove your identity. Be prepared to fill out some paperwork and answer a few questions about your account.

Can I close my Sberbank account online?

Unfortunately, no. Sberbank requires you to visit a branch in person to close your account, as they need to verify your identity and ensure that you're the account holder.

What happens if I try to close my Sberbank account online?

If you try to close your Sberbank account online, you'll likely get an error message saying that you need to visit a branch in person, as Sberbank has strict security protocols in place to prevent unauthorized account closures.

Can I transfer my Sberbank account to another bank?

Yes, you can transfer your Sberbank account to another bank, but you'll need to contact Sberbank's customer support team to initiate the transfer process. They'll guide you through the steps and answer any questions you may have.

How long does it take to close a Sberbank account?

Closing a Sberbank account can take anywhere from a few days to a few weeks, depending on the complexity of the process. Be patient and don't hesitate to reach out to customer support if you have any questions or concerns.

Can I get a refund for any fees I paid to Sberbank?

It depends on the type of fee and the circumstances surrounding it. If you've been charged an unauthorized fee, you may be able to get a refund. Contact Sberbank's customer support team to discuss your options.

How do I contact Sberbank's customer support team?

You can contact Sberbank's customer support team by phone, email, or in-person at a local branch. They're available 24/7 to answer your questions and help with any issues you may be experiencing.

Can I get a replacement debit card if I lose my Sberbank debit card?

Yes, you can get a replacement debit card if you lose your Sberbank debit card. Contact Sberbank's customer support team to report the lost card and request a replacement.

How do I reset my Sberbank online banking password?

To reset your Sberbank online banking password, click on the 'Forgot Password' link on the login page and follow the prompts to answer a few security questions and reset your password.

check_circlePros

•The online banking system is user-friendly and easy to navigate, making it simple to check your balance and transfer funds on the go.
•Customer support is available 24/7, which is a big plus when you need help outside of regular business hours.
•The bank's mobile app allows you to check your balance and transfer funds on the go, giving you flexibility and convenience.
•You can set up automatic payments to avoid missed payments and late fees, helping you stay on top of your finances.
•The bank offers a range of financial products, including loans and credit cards, to help you achieve your financial goals.
•The bank's website has a wealth of information on personal finance and money management, providing you with valuable resources and insights.

cancelCons

•The bank's customer service is notoriously bad, with long wait times and unhelpful representatives that can leave you frustrated.
•They're notorious for pushing unwanted services and fees on customers, which can add up quickly and cause financial stress.
•The bank's online system can be glitchy and frustrating to use, making it difficult to complete tasks and manage your account.
•It's hard to get in touch with a real person when you need help, which can be a major inconvenience and source of stress.
•The bank's fees are steep, especially for things like overdrafts and late payments, which can be a significant financial burden.
•It's a total nightmare to close an account with Sberbank, as I discovered firsthand, and can be a major source of frustration and stress.

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The Agony of Closing an Account with Sberbank