German Gref I want to turn to him. Sberbank president german gref called a client dissatisfied with the service

Subsidiaries of the bank provide various services to clients, including property, liability, and life and health insurance services are provided by insurance companies IC Sberbank Insurance LLC and IC Sberbank Life Insurance LLC, as well as insurance partner companies of the bank or in other insurance companies. You can learn more about the insurance programs of IC Sberbank Insurance LLC and IC Sberbank Life Insurance LLC by clicking on.

The Ombudsman Service receives requests from clients with various questions regarding these services. We have tried to answer the most common ones.

First of all, it should be noted that the execution of a life or health insurance contract is exclusively voluntary and does not affect the decision to grant or not grant a loan. In this case, you can cancel the insurance contract within 14 days 1 and return the insurance premium paid by you when concluding the contract. The conditions and procedure for the return of the insurance premium are determined by the terms of the insurance contract.

1. If I repaid my loan early, will the related insurance terminate?

Unless otherwise provided by the terms of the insurance contract, in case of early repayment of the Loan Indebtedness, the Insurance Contract continues to operate in relation to the Insured Person until the end of the period specified therein or until the Insurer fulfills its obligations to pay insurance indemnity upon the occurrence of an insured event.

2. If the loan has already been repaid, then what is the meaning of the insurance program?

The insurance cover is valid for the entire insurance period, even in case of early repayment of the loan. The sum insured is determined by the terms of the insurance contract.

3. I have heard that life insurance is taken into account for tax deduction purposes?

This is indeed the case, life insurance can be used to obtain a personal income tax deduction in the amount of up to 15 600 rubles (13% of the maximum amount of 120 000 rubles taken into account for these purposes). You can learn more about tax deductions and their receipt at the following

4. Is it obligatory to draw up a life insurance contract when applying for a loan?

Life insurance is not a prerequisite, but the availability of insurance can be taken into account as an additional factor, for example, Sberbank takes this type of insurance into account and provides an opportunity to reduce the interest rate if you have drawn up a life and health insurance agreement for the borrower under mortgage lending agreements. Your decision to conclude a life insurance contract or to refuse to conclude a life insurance contract does not in any way affect the likelihood of a loan.

5. Is it possible to return the paid insurance premium or a part of it if I cancel my participation in the insurance program after the early repayment of the loan?

This possibility depends on the conditions specified in the insurance contract.

1 T. The "cooling period" may be longer depending on the terms of the contract.

You can find detailed information on the reasons for the arrest or collection of funds on accounts and answers to frequently asked questions by clicking on.

The bank's ability to influence the situation in the work with enforcement proceedings is limited by the current legislation. The Bank acts exclusively in the role of an executor and is obliged to immediately carry out the actions specified in the received executive document on the client's accounts. If the bank has reasonable doubts about the authenticity of the document (and not about the legality of its content), the bank can, within 7 calendar days, take measures aimed at verifying the authenticity of the document, while it is obliged to block transactions on the client's accounts specified in the document until completion of the check.

Therefore, if a client is faced with the problem of writing off funds under an executive document, the bank does not always have the opportunity to independently resolve the situation - in some cases, the decision lies outside the bank's area of \u200b\u200bresponsibility.

If you find yourself in a situation where your salary or pension is written off both at the place of work or in the pension fund, and from the bank account, then you need to provide documents confirming this fact to the department of bailiffs-executors conducting proceedings on To your case, to change the procedure for collecting money from you.
If you receive social benefits that cannot be levied, we recommend opening a separate nominal account for crediting these payments. You can learn more about this service and the terms of its use by.
The Bank cannot independently terminate or suspend the collection or cancel other measures for enforcement proceedings. The basis may be the corresponding decision of the court, the bailiff. Also, the writ of execution may be revoked by the claimant himself. At the same time, the bank cannot return the funds already collected, this issue must be addressed to the recipient.

Among the appeals received by the Ombudsman Service, a significant number are associated with the consequences of fraudulent actions of third parties in relation to the clients of Sberbank. There are a large number of types of fraud, however, in general, they can be divided into two main groups:

Fraud using various technical means:
- Phishing is the conduct of mailings (letters, SMS messages) with a link leading to fake (phishing) pages of websites and applications disguised as official ones, in order to obtain personal means of access by fraudulent means.
- Using virus software - malicious programs or their components that imitate user actions or transmit the necessary information to fraudsters to gain access to funds.
Fraud without the use of technical means against the client, often referred to as "social engineering" - the client is fraudulently obtained data, the disclosure of which makes it possible to access and control funds.

As you can see, all these methods to one degree or another rely on a lack of attention and / or a frivolous attitude towards confidential information and means of access. By giving confidential information to fraudsters, you actually give them access to your funds.

To reduce the risk of fraud against you, it is enough to follow a number of simple security measures that are posted on the Sberbank website in the Security Measures section:

do not tell anyone, including bank employees, your confidential data: SMS passwords and PIN / CVV codes from bank cards;
check the details of the operation in SMS messages with a confirmation password;
do not follow links from unfamiliar resources in order to avoid virus infection of your devices;
use only official bank applications from AppStore, Google Play, WindowsStore;
use antivirus or install the Sberbank Online mobile application with antivirus for Android phones;
never connect other people's phones to the "Mobile Bank" service;
inform the bank about the change of your mobile phone number connected to the "Mobile Bank" service; do not call back to the phones indicated in the SMS messages.

If you have any doubts or concerns, please contact the Sberbank Contact Center by the official phone numbers, the numbers of which are located on the back of the Sberbank card or on the Sberbank website.

Despite the significant spread of stories describing unauthorized access to client accounts, in practice, the vast majority of cases are associated with the disclosure of confidential data and means of access by the client himself. The bank's ability to protect the client's funds in such cases is limited.

1. Termination of the insurance contract

Client message: The client turned to the Ombudsman Service with a question about the return of part of the insurance premium in connection with the early repayment of the loan.

Expertise Service: at the request of the client, the bank concluded a life and health insurance contract in relation to him, providing for the return of the insurance premium in full in case of cancellation of the insurance contract within 14 calendar days from the date the client signed the application, or if the insurance contract in relation to the client was not concluded.

The audit showed that when the insurance contract was concluded, there were no erroneous actions on the part of the bank, the client did not receive an application for cancellation of the insurance contract within 14 calendar days from the date of application for the conclusion of the contract. The contract does not provide for a partial refund of the insurance premium.

Service Solution: Based on the results of consideration of the appeal, no grounds for satisfying the client's requirements were identified.

At the same time, during the telephone conversation with the expert, the main reason for the client's desire to abandon the insurance contract was revealed - he assumed that the early repayment of the loan leads to the termination of the insurance contract due to the disappearance of the insurance risk. The expert provided explanations that the insurance program continues to operate in full under the conditions established by the contract. Thus, the client remains under the financial protection of the insurance program until the end of its validity period for the insured amount initially determined in the contract (in the amount of the loan amount), despite its full repayment.

2. Unlawful write-off of funds for enforcement proceedings

Client message: The client contacted the Service with a question about the ongoing debiting of funds from the accounts for enforcement proceedings, despite its cancellation by the bailiffs.

Expertise Service: the audit showed that several enforcement proceedings are being carried out in relation to the client, within the framework of which funds are regularly debited from the accounts ..

At the time of the client's request, the bank received only one resolution to terminate enforcement proceedings, which was executed on the next business day after its receipt. The bank received no other orders to cancel. Thus, funds are debited in accordance with the requirements within the framework of other enforcement proceedings.

Service Solution: no errors were found in the bank's actions. The bank cannot independently terminate the collection of enforcement proceedings without appropriate grounds provided for by the current legislation (Federal Law No. 229-FZ dated 02.10.2007 "On enforcement proceedings").

The client was provided with information about the enforcement proceedings in force in relation to her, within the framework of which the funds are written off, as well as the contact details of the bailiffs who initiated the said enforcement proceedings.

The client turned to the specified bailiff and submitted to the Ombudsman Service the order to cancel the enforcement proceedings, after which the enforcement proceedings on the client's accounts were terminated.

3. Translation by wrong details

Client message: The client contacted the Service with a question about the possibility of refunding funds transferred by erroneous details.

Expertise Service: the verification carried out showed that the transfer was made through the Sberbank Online mobile application at the erroneously indicated phone number (one digit error). The confirmation of the payment was made by the client, despite the different name and patronymic of the recipient, displayed in the Sberbank Online system just for the purpose of confirming the correctness of the payment.

According to the Civil Code (Article 854), the bank is not entitled to dispose of clients' funds without their consent, therefore, the bank is not entitled to independently return the transferred funds. The service sent a notification to the recipient that this payment was transferred by mistake, with a request to confirm the possibility of debiting these funds for their subsequent return to the sender.

Service Solution: the client was provided with information on the actions taken and recommendations for further action. 1.5 weeks after providing this answer, the bank received the consent of the recipient of the funds, after which the funds were returned to the sender.

4. Reduction of the rate under the loan agreement

Client message: the client contacted the Ombudsman Service with a question about lowering the interest rate on the current mortgage loan, as well as about participation in the Assistance Program for certain categories of mortgage borrowers (within the framework of the state support program).

Service Solution: making decisions on these issues does not fall within the competence of the Ombudsman Service, therefore, the client's appeal was transferred to the authorized department of the bank for work. The client was informed about this fact and the reason for the transfer of the appeal.

5. Disputing a transaction through an international payment system

Client message: the client contacted the Ombudsman Service with a question about a refund for booking a hotel room.

Expertise Service: funds were debited from the client's card account to pay for the hotel room. Previously, the bank refused to return the funds to the client due to the lack of grounds for initiating a claim cycle in the international payment system.

Service Solution: During the phone call, the Service expert asked questions about the details of the situation. The client reported that he canceled the hotel reservation and, in fact, did not use the service. The expert informed the client that in order to start the refund procedure, a confirmation is required that the booking has been canceled. An agreement was reached with the client to provide a screenshot. Further, the bank initiated the claim cycle of the international payment system, following the results of consideration of the bank's application, the funds were returned to the client.

6. Error in the address of the insured collateral for the mortgage loan

Client message: the client turned to the Ombudsman Service with a request to check the correctness of the calculation of the penalty under the mortgage agreement.

Expertise Service: the audit showed that the client had concluded a mortgage agreement, one of the points of which is the client's obligation to insure the property pledged to the bank, according to the specified list of risks

After the expiration of the previous insurance policy, the client issued a new policy through the Sberbank Online mobile application. During the registration of the policy, the client made a mistake in indicating the address of the property (street name), so the policy was not taken into account by the bank.

Service Solution: The Ombudsman Service initiated the necessary measures to enter the correct address in the insurance contract and recalculated (canceled) the forfeit under the loan agreement.

7. Early repayment of the loan

Client message: the client contacted the Ombudsman Service with a question about recalculation of overpaid interest under the loan agreement in connection with its early repayment.

Expertise Service: a consumer loan agreement was signed with the client, the repayment of which was carried out in accordance with the agreement. The client decided to issue a partial early repayment of the loan and, for this purpose, contacted the bank's contact center.

During a conversation with an employee of the contact center, the client asked a question about which account he needs to transfer funds to early repayment of the loan. The client was provided with an answer to this question, but the contact center employee did not provide information on the need to apply for partial early repayment of the loan through a bank branch, or to carry out this operation through the Sberbank Online application.

The client transferred to the specified account the amount he intended to contribute to the early repayment of the loan. Since the order for early repayment was not properly executed, this amount was not taken into account for the purpose of early repayment.

Service Solution: we recalculated the interest paid by the client under the loan agreement, the amount of the overpaid interest was credited to the client's account.

“Dear Samuil Aronovich! Allow me, on behalf of Sberbank and on my own behalf, to bring you my most sincere apologies in connection with the incident with your sister, ”Gref wrote in a letter published on the Ekho Moskvy website (the author's spelling is preserved - "Snob"). Gref said that the problem had already been resolved: the writer's sister received a full pension.

Samuel Lurie addressed an open letter to German Gref on Saturday, June 27. He said that he was being treated in America, "in this generous, magnanimous, merciful and humane country." According to the writer, he is dying: "And I have from several days to several weeks."

“I don’t leave money for my family. Didn't work in my entire life. And I thought: at least a tuft of wool. And he sent a power of attorney to my sister in St. Petersburg so that she could receive a pension that was not collected (for a year, it seems). We are talking about an amount that hardly exceeds the daily wages. (Well, okay: the cleaning lady may have her monthly), ”Lurie wrote in a letter.

The writer said that his sister tried to get a pension by proxy at the Sberbank branch on Nevsky Prospekt, but she was “turned down”. “They asked me to wait ten days. Which are required for verification. Because, the operator said to the old woman or whatever, the leggy one: Anyone can make such a piece of paper. And I didn't know: I went to San Francisco to see the consul (to give assurances) and paid money.

Lurie noted that he does not complain about Sberbank employees. “I even think that they are doing the right thing, destroying this disgusting state with their own methods. I welcome sabotage and corruption and enjoy watching the pandemic of stupidity, ”wrote the writer (the full letter to Lurie and Gref's answer are published below).

Samuel Lurie is known as a writer, essayist and literary critic. He graduated from the Philological Faculty of the Leningrad State University. Published in newspapers and magazines in Moscow, Petersburg, Tallinn, Paris, headed the prose department in the Neva magazine. Lurie wrote the novel "Literator Pisarev", published collections of essays "The Interpretation of Fate" and "Conversations in favor of the dead."

Letter to German Gref

Dear (no, better still dear) Mr. Gref!

I am Samuel Lurie, a Russian writer, very little known (you probably not), but still a professional: I have been publishing for half a century, a dozen and a half books, prizes (amusing, of course) - in a word, spend four minutes on my letter, even for such an important a person like you doesn’t fall for it.

At the present time I live in America, I am “being treated” for cancer in this generous, magnanimous, merciful and humane country.
But all the same, as you (and some of your repaired) guess, I am dying. And I have from several days to several weeks left.

And I don’t leave money for my family. I haven't earned it in my entire life. And I thought: at least a tuft of wool. And he sent it to my sister in St. Petersburg. a power of attorney so that she managed to receive a pension that was not collected (for a year, it seems). We are talking about an amount that hardly exceeds the daily wages. (Okay: the cleaning lady might have her monthly).

And my sister came with a power of attorney to Sberbank. Where she was, of course, wrapped: they asked to wait ten days. Which are required for verification. Because, - the operator said to the old woman or something like her, long-legged:

- Anyone can make such a piece of paper.

But I didn't know: I went to San Francisco, to the consul (to give assurances), and paid the money.
Need, you see, a serious check - for some kind of security. It seems even financial. Moreover, it will require almost more time than all the banks in Europe needed to check the debt of Greece.

The penny and disgusting calculation is understandable: I will die earlier, or my sister, God forbid, will get sick and will not reach Staro-Nevsky. They will write off this money as escheat and then somehow rewrite it to themselves, to the bank, I don't know.

It’s a penny, but on the scale of the city of old people it’s not bad to rise. The hen pecks by the grain, but it happens to be full (option: and spoil the whole yard).

Understand correctly: I am not complaining at all about this bunch of idlers on Staro-Nevsky. I even think that they are doing the right thing, destroying this disgusting state with their own methods. I applaud sabotage and corruption and watch the pandemic of stupidity with pleasure.

They are right, not we - the unfortunate generation of those born under Stalin, dying under Putin. We did not fight this state, but worked for it, slaves.

Too late - and only a few - realized that none of this existed (literature, however, indicated while it was): neither the country, nor the churchyard, nor
state. There is only GB, aimed at a single task: to destroy human civilization on planet Earth. And whatever we did, we actually worked for her, slaves.

So I do not want any observance of the law or punishment of the guilty.

Between us: most of all, I would like a Dickensian-style finale: so that ten minutes after you received this letter, a group of well-dressed people dumped out of the office on Staro-Nevsky and the cortege flew on the Revolution Highway, where my sister lives (warn, don't scare!) ... Apologize, hand over flowers, never be rude at all. I will not hide: I would not mind a small, cheerful (not funeral!) Orchestra. Perhaps klezmers would be good here.

Well, let's see.

Samuel Lurie

Answer to Samuel Lurie

Dear Samuil Aronovich!

Allow me, on behalf of Sberbank and on my own behalf, to bring you my most sincere apologies in connection with the incident that happened to your sister. I know that the problem has now been resolved, your pension funds have been issued by power of attorney in full.

Every such incident that happens to a client of Sberbank really saddens me. Despite the fact that formally the employees of our bank did not violate the rules and instructions, I believe that formalism in relation to clients is unacceptable. And your situation is an example of the inadmissibility of such an approach. We really do a lot to make our clients comfortable to communicate with Sberbank. Yes, it doesn't always work out, but we try to change for the better every day.

Samuil Aronovich, I am familiar with your work and I know that you are not only a talented, but also a strong person. I sincerely wish you to overcome your illness!

German Gref
President, Chairman
Sberbank Board

In early July 2014, Marina Kornakova from St. Petersburg posted on her Facebook page fast about his negative experience of making money transfers from a Sberbank card through the terminal. The record has collected more than 2,700 shares on the social network and has gained more than 1,500 likes. As a result, on July 25, Kornakova, according to her, received a call personally from German Gref, who thanked the client for the identified problem and reported on the work done to eliminate it.

Hanging money

On July 8, on the page of Marina Kornakova, a story appeared about how she tried to transfer money from a Sberbank card to another person through a payment terminal to a card in a third-party bank. The device successfully accepted the money and issued a check, but the addressee never received the funds. After numerous attempts to find out the fate of the finances sent and the associated trips to the offices of Sberbank, Kornakova obtained an appointment with one of the heads of the department of a financial organization.

Marina Kornakova

At this meeting, she was informed that from a Sberbank card through a terminal, money can only be transferred to a card of the same bank. If the transfer will be made to a Sberbank card issued in a different region than the sender of the money, he will have to pay an additional commission.

The anger of the Facebook user was caused by the fact that nowhere on the bank's website and during the transfer is it said about the impossibility of sending money to the cards of other financial organizations.

The most dangerous thing in this situation: you will never know about it until you find yourself in a situation similar to mine. You carry out the operation through the terminal: transfer money from your Sberbank card to someone else's card in another bank, the terminal gives you a check, where everything is ok. If you do not have information whether your money has reached its destination, you never you will learn that this money was appropriated by Sberbank.
As the head of the Sberbank branch explained to me today, this money "hangs" on the bank account. Hang up! It's a wonderful euphemism for stolen. I tenderly asked the head of the department to show me that black page on the Sberbank website where these deplorable rules are posted. Nowhere on the Sberbank website is this written! And no terminal will tell you about it.

The note caused a significant response - Facebook users left more than a hundred comments to it, the number of likes exceeded 1600, and the number of shares - 2790. Many people in the comments to the original post and to reposts on the pages of other people talked about their negative experience of interacting with Sberbank.

Gref called

The story culminated on July 23, when the unsuspecting Kornakova received a call from the head of Sberbank, German Gref. About this event she also told on his Facebook page - the entry is dated July 25.

German Gref

According to Kornakova, the top manager "thanked many times" for her publication on the social network, and also said that the experience described in it was analyzed, and the bank made a number of transformations on its own website, in the operation of terminals and the work of employees.

At the end of the conversation, Gref dictated his email address to me, saying: write directly to me if there are any further problems.

According to Marina Kornakova in her post, representatives and heads of various departments of Sberbank have already called her. They asked the client questions about the essence of her difficulties, apologized and thanked for the identified shortcomings - as a result, the original problem was resolved in a short time (although the client first asked for help back in May). Moreover, a few hours before Gref's call, Kornakova received a large bouquet of flowers "as a compliment" from the bank, as well as a letter of gratitude from the Deputy Chairman of the Board of Sberbank Alexander Torbakhov.

Of course, such a strong reaction from the management of Sberbank just arose in connection with the hellish resonance on Facebook - 2600 reposts of my story. Plus, most re-posts also have their own thread of discussion, where people described their accidents with Sberbank.

Open letter.
Dear Herman Oskarovich! I apply through the Internet media, because my letters do not reach you. With your arrival, the bank has a “mission and values”, a code of corporate ethics of Sberbank. But with all this in place, the bank remained the same. What is Sberbank for - FOR A CLIENT? This is written by you.
... All our activities are built around and for the sake of clients' interests.
... We want to surprise and delight customers with the quality of our services and our attitude.
... We exceed our clients' expectations.
... A bank that values \u200b\u200bevery client;
... A partner bank that is ready to help every client every day in everything related to finance;
... A bank that you can trust: it is financially stable, it will not be deceived, it has fair conditions, it will help you choose and make the best financial decision based on the interests of the client;
... A bank that is constantly working and improving in order to delight its customers and improve its work.

These embossed words inscribed in your beautifully designed documents, in fact, look mocking. This is nothing!

Sadly, I hold in my hands the “diaries” that Sberbank employees gave me every year with inserts of motivating quotes about customer orientation, quality service, thinking in the spirit of the PSS and other clever phrases. Only now it became clear to me why they gave them to me. Everything that is written there they do not need, and are not a guide to action.

I, A. L., an entrepreneur who built my business from scratch, without the participation of the state, and was driven by an irrepressible desire to do something. Be useful to the community. I took loans, always returned. I built a plant for the production of metal products, bought imported equipment, created 150 jobs, but unfortunately, the economic situation crippled a little, and I had a delay in payment.

I, a client of Sberbank for more than 17 years, and hoped for understanding from the bank, counting on restructuring. Together with the bank's employees, I tried to find a solution to how to survive and return the remaining loan. There is very little left to pay. I was naive, although in business for over 20 years. People who should " surprise and delight customers with the quality of their services and attitude»In Tatar Sberbank no. People who in this life did not build anything themselves, did not create jobs with one stroke of the pen, ceded the right to demand debt from my company to an unknown company from Moscow. For the fact that I filed a complaint with the Volgo-Vyatka Bank of the SB RF and the Moscow central office.

I remember when in 1993, when I was engaged in import supplies, I needed to open a current account in Prague at the ING-BANK branch, I was personally met on the ground floor by the branch manager and taken to the negotiation room. Where an account was opened within 30 minutes. Your top managers have no idea about such things. But they have a mission and values \u200b\u200bof Sberbank, which they should know, like military regulations and follow them impeccably. But all of them, including the Bank of Tatarstan, the Volgo-Vyatka branch and employees of the central office, defended the person who violated your fundamental documents. "The Code of Ethics is intended for each member of the Sberbank team: all employees of the Bank, regardless of their position, as well as members of the Supervisory Board."

I watched Professor Lauren Graham's speech at the SPIEF this year, where you were the speaker. Sometimes during his speech, the operator would translate the camera at you, and all the time it seemed to me that everything that he was telling you was unpleasant to hear, but as an intelligent person you completely agreed with him. Remember his phrase "You want milk without a cow." It is by this apt expression that the people in power at Sberbank act. Instead of finding a mutually acceptable solution, they are ready to destroy the existing production, for the sake of corporate solidarity, in order to save a negligent employee.

Shareholder of JSC "S" A-v A. L.

Dear (no, better still dear) Mr. Gref!

At the present time I live in America, I am “being treated” for cancer in this generous, magnanimous, merciful and humane country.

But all the same, as you (and some of your repaired) guess, I am dying. And I have from several days to several weeks left.

- Anyone can make such a piece of paper.

But I didn't know: I went to San Francisco, to the consul (to give assurances), and paid the money.

Need, you see, a serious check - for some kind of security. It seems even financial. Moreover, it will require almost more time than all the banks in Europe needed to check the debt of Greece.

It’s a penny, but on the scale of the city of old people it’s not bad to rise. The hen pecks by the grain, but it happens to be full (option: and spoil the whole yard).

They are right, not we - the unfortunate generation of those born under Stalin, dying under Putin. We did not fight this state, but worked for it, slaves.

So I do not want any observance of the law or punishment of the guilty.

And to be honest, I don't care about money: there are wonderful children. But still give it back. It's mine. You (well, you, I agree, probably, there is some difference) they will go to murders and to pay insurance for horse prizes, that is, again, for murders. I don’t allow it.
Between us: most of all, I would like a Dickensian-style finale: so that ten minutes after you received this letter, a group of well-dressed people dumped out of the office on Staro-Nevsky and the cortege flew on the Revolution Highway, where my sister lives (warn, don't scare!) ... Apologize, hand over flowers, never be rude at all. I will not hide: I would not mind a small, cheerful (not funeral!) Orchestra. Perhaps klezmers would be good here.

Well, let's see.

Samuel Lurie

German Gref I want to turn to him. Sberbank president german gref called a client dissatisfied with the service

Hanging money

Gref called

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