I ran into Sberbank in a way that still makes my blood boil, so I figured I’d spill the beans for anyone else who might get tangled up in the same mess. The employee was downright brazen, the lies were flat‑out, and I’m still fuming about how it all went down.

Before I get into the nitty‑gritty, there’s another maddening episode that hit my husband a few years back. It’s worth sharing because it shows just how far this bank will go to make a simple transaction feel like a nightmare.

Unfounded card block

He transferred roughly 200,000 rubles from one of his personal cards into his salary card, and the second the transfer cleared, the bank froze the card. He spent days emailing support, driving to branches, and handing over paperwork that proved the money was his, yet nothing budged. The worst part? It was his payroll card, so his employer suddenly faced cash‑flow problems because the accounting team couldn’t hand him cash. He eventually fixed it through his workplace, but Sberbank refused to let him open a fresh account for years. It’s sorted now, but back then it was a huge headache.

The bank employee’s lie

I had to pop into a branch to sort a few errands and, while I was there, get the mobile app onto my new phone. The first branch told me I was missing some paperwork, so they couldn’t help. I left feeling annoyed, but I figured I’d try another location.

At the second branch, the teller smiled, took my ID, and said everything was fine. She handed me a form, I filled it out, and she promised the app would be ready in a few minutes. I waited, watched the clock tick, and eventually got a notification that the app was ready to download. I thought, “Great, finally moving on.”

When I opened the app, I saw a brand‑new credit card listed under my name – a card I never applied for. I called the branch, and the employee on the phone swore up and down that they hadn’t opened anything. He said the “help” I’d requested was just a routine account check, and the credit card must have been a mistake. I asked for proof, and he went silent for a solid minute before saying, “Look, it’s probably a system glitch.”

That was the first red flag. I asked to see the paperwork he claimed I’d signed, and he fumbled, saying the document was “in the system” and that I could pick it up later. I left the branch with a knot in my stomach and a brand‑new credit card that could ruin my credit score.

Back at home, I logged into the online portal and saw not just the phantom credit card but also a savings account and a loan offer that I never requested. Every line item was tied to my name, my address, my phone number – everything I’d ever given Sberbank. It was as if the bank had decided to “help” me by opening a whole suite of products I never asked for.

What’s worse, the “help” I’d asked for was simply to get the mobile app on my new phone. Instead, I got a credit card, a savings account, and a loan pre‑approval – all without my consent.

After that, I called customer support. The first rep was polite but vague, telling me they’d forward my complaint to the “relevant department.” I was put on hold for 45 minutes, then transferred to a supervisor who repeated the same script: “We’re sorry for the inconvenience, we’ll investigate.” Nothing changed.

It took me three weeks of relentless calls, emails, and a few more trips to the branch before I finally got a written acknowledgment that the unauthorized accounts would be closed. They promised to delete the credit card from my credit report, but I’m still waiting for that confirmation.

Here’s the hard‑won lesson I learned: if a bank claims it’s “helping” you, double‑check every new product that appears under your name. Don’t trust a single verbal assurance. Get everything in writing, and if the bank can’t produce the paperwork you supposedly signed, walk away and file a complaint with the financial ombudsman.

Below is a step‑by‑step guide on how to see what accounts Sberbank (or any bank) has set up for you, so you can catch these sneaky moves before they damage your credit.

Step 1: Log into the official online portal

Use the bank’s official website or mobile app – not a third‑party link you got in an email. Once you’re in, look for a section titled “My Products,” “Accounts Overview,” or something similar. This page should list every account, card, loan, and investment tied to your profile.

Step 2: Check the “Credit Cards” tab

Even if you never applied for a card, it might show up here. Click on each card to see the activation date, last four digits, and any recent transactions. If you see a card you don’t recognize, note the card number and the date it was issued.

Step 3: Review “Savings & Deposit” accounts

Some banks automatically open a “savings” product when you open a checking account. Look for any account with a zero balance or a recent opening date that you don’t remember authorizing.

Step 4: Scan the “Loans” section

Pre‑approved loans often appear as “offers.” If you see a loan that’s marked as “active” or “disbursed,” that’s a red flag. Take a screenshot and note the loan number.

Step 5: Download your transaction history

Most portals let you export a CSV or PDF of all activity. Run a quick search for the dates you suspect the unauthorized accounts were opened. This will give you a paper trail to show the bank.

Step 6: Contact customer support with specifics

When you call, have your screenshots, account numbers, and dates ready. Say something like, “I see a credit card opened on 03/12/2023 that I never applied for. Please close it immediately and confirm it’s removed from my credit report.” The more concrete you are, the less likely they’ll brush you off.

Step 7: File a formal complaint

If the bank refuses to act, write a formal complaint to their compliance department. Include all the evidence you gathered. Send it via certified mail so you have a receipt.

Step 8: Report to the financial regulator

In Russia, you can file a complaint with the Central Bank’s consumer protection service. In other countries, look up the equivalent regulator. They can pressure the bank to resolve the issue.

Bottom line: banks can be sloppy, but they can also be downright deceptive. Don’t let a “helpful” employee convince you that a phantom credit card is just a glitch. Stay on top of every product that appears under your name, and act fast if something looks off.

Hope this saves you from the headache I went through. If you’ve had a similar experience, drop a comment – sharing stories is the best way to keep these shady practices in the light.