Why I'm Done with VTB Bank - My Worst Experience Ever

I've been a loyal VTB customer for almost 4 years, but a recent experience left me feeling shaken. To be honest, I didn't have any major complaints about the bank throughout this entire period. I got good interest rates on my deposit, enjoyed using the MultiBonus program, and even got a decent cashback for a while. Lately, the cashback categories haven't been very exciting, but I didn't consider that a reason to stop using a reliable bank.

When I applied for a VTB card, one of the conditions was its free maintenance, just like for VTB's salary clients. I received notifications about transactions on my card without incurring any costs. I really liked this condition, and it was upheld for a long time. However, one October day, I logged into the bank's app and noticed that there was less money. I checked the transaction history, and sure enough, 99 rubles had been deducted for some notification.

At the same time, I didn't receive any notifications or messages from the bank about this payment. Logically, I understand that a notification is an alert about transactions on my card, but I'm still puzzled as to why this payment suddenly appeared. I contacted the bank to clarify the matter. Initially, I tried to resolve the issue through the bank's app in the 'Chat' section, but the bot didn't understand my problem, and the response options were limited. So, I decided to call the customer support.

After a surprisingly short wait, I encountered a robot on the line. I decided not to waste time describing the issue and asked to be connected to a real operator, but the robot stubbornly refused to transfer me to a human. Eventually, I got what I wanted, and a real person answered my call.

I asked the customer support rep to clarify the situation, and they took a minute to get more information. When they came back, they said that my card had been charged for a notification service. That's it. No further explanation. I asked why I'd been charged for something I hadn't paid for in years, and they told me that the bank's terms had changed. When I asked why I hadn't been notified about the change, they said I should have gotten a push notification. But I'm strict about keeping track of my finances, and I would've definitely seen that notification. The rep didn't seem surprised by my question, but they stopped there. They ignored all my follow-up questions and just kept saying I could turn off notifications. They assured me that I'd only get notifications about deposits, but I'd stop getting updates on my spending. That was important to me, so I followed their instructions and turned off the service. Our conversation ended, but it left a bad taste in my mouth. The rep didn't give me the explanations I needed: was it a mistake or incompetence? I don't even want to speculate. Later, I noticed that the notifications about deposits were turned off too - that's just false information.

The thing is, my card was charged without my consent, and without any notification. I'm not sure if this will happen again, or if I'll be charged more in the future. I've lost trust in this bank, and I don't feel stable or secure. I'm sticking with my other bank, where I'm a salary client, and I'm not planning to come back to VTB anytime soon.

It's not just about the 99 rubles. It's about the lack of transparency and the feeling of being taken advantage of. I've been a loyal customer for years, and I've always been satisfied with the service. But this recent experience has left a bad taste in my mouth. I'm not sure if I'll ever go back to VTB, and I'm not alone. I've had some wild experiences with the kid-friendly tariff, and I've had issues with Yandex Taxi. But this is different. This is about trust, and I've lost it.

So, if you're thinking of switching to VTB, I'd advise you to think twice. There are better options out there, and I'm not just talking about the interest rates. I'm talking about the service, the transparency, and the trust. You deserve better than what VTB has to offer.

Yours, Bogema

P.S. I've got some more stories about the service:

We've had some wild experiences with the kid-friendly tariff – showing up late to the doctor, almost missing our flight, and getting stuck in unfamiliar areas. Using Yandex Taxi has been a nightmare lately!

This isn't just a delivery issue – it's a whole story that's more funny than sad...

And then there was the order that almost didn't happen! Follow me as I recount the journey of my foldable sofa from the warehouse to my front door.