Problems of Sberbank when making payments: causes, types, consequences for customers

2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16

Sberbank's services are used daily by more than 30% of Russian citizens. The largest bank in the country accepts 9 out of 10 receipts for payment, which allows Russians to send and receive transfers throughout the country. But from time to time even the leader of the banking sector has problems with the transfer. Sberbank urges customers not to refuse the company's services in such cases and is trying to resolve the issues that have arisen.

Types of payments in Sberbank

Customers can use the following services to send funds through a financial institution:

• Payments to legal entities. These include not only payments for utility bills, but also transfers to the accounts of private commercial organizations, as well as state-owned companies.
• Transfers to individuals - intrabank Hummingbird or international Money Gram.
• Transfers in foreign currency. These can be credits to the account of both an individual and a legal entity.faces.

Sberbank customers may experience problems when making any of these transactions, but more than 75% of claims are related to transactions of individuals.

Payment Methods

Sberbank customers can make a payment or transfer in several ways. This can happen:

• at the bank office;
• through terminals and ATMs;
• using Sberbank Online Internet banking;
• via mobile app;
• using the Mobile Bank SMS informing service.

Problems when sending payments at the bank office

About 1/3 of the reported problems are related to incorrect sending of funds in the additional offices of the company. The reasons for the fact that the money was not credited to the account are usually associated with the following:

• lack or insufficient amount of details;
• incorrect data;
• technical problems;
• operator error.

In the first case, problems with payments at Sberbank occur for customers who have not provided an identity document (for example, when sending transfers) or details for crediting funds. Subject to the submission of all data and their completeness, operators are always ready to accept payments.

Incorrectly specified details are a common reason why a payment is returned to the sender's account or is not received as intended. If the payer is not sure of the correctness of the providedinformation, translation is not recommended. If the conditions are ignored, the funds will be returned to the sender's (or bank's) account, or they will go to one of the intermediary accounts. To return the funds, the client will need to contact the office where the operation was performed, with a passport and write an application.

Technical failure occurs in 3% of cases. It may be associated with the operation of one or more banking programs. If such problems of Sberbank led to a delay in the receipt of funds, the client will receive a notification in the form of SMS informing, or a call will be received from an office employee indicating further actions.

The operator's error occurs due to the heavy workload or inattention of the employee. In this case, problems with Sberbank lead to a negative attitude of the client: the service was not provided at the proper level. In this situation, the employee who made the mistake is obliged to apologize and do everything to increase customer loy alty, for example, resolve the issue within 24 hours.

Problems when paying at terminals and ATMs

Remote service channels are ready to accept customer payments 24/7. But not all citizens are aware of how to properly pay this or that receipt or transfer money.

In 89% of cases, delays in payment at terminals are due to the fault of plastic card users. Most customers enter erroneous data without verifying the information provided. As a result, the funds are credited to the account of another individual or organization.

What to do if problems with Sberbank arose due to the fault of the payer? The algorithm of actions is simple:

1. Keep all receipts.
2. Contact the contact center of the bank. The number is indicated on the back of the plastic card or on any of the ATMs.
3. If the support service operator cannot resolve the client's issue, you need to come to the bank branch.

Payment in a mobile application or in Sberbank Online: causes of failures

In 9 out of 10 cases, Sberbank customers who actively use modern payment services have problems associated with haste on the part of the senders themselves. But sometimes a payment in a mobile application or Internet banking does not reach the recipient's account for another reason. This may be related to the following:

• Incomplete operation status. Sending is considered successful if, after confirmation, the electronic stamp "Completed" appears. Other transfer statuses are saved in the payment history called "Draft".
• Slow internet speed. If a payment hangs for more than 5 minutes, it will be cancelled. It will also be displayed in the history under the status "Draft".
• Cancellation by the client himself. Sometimes users click "Cancel" instead of the "Confirm" button, which causes the transaction to stop.

Solving problems when sending payments: features

When the funds are not credited to the account, the bank can accept the application. This is possible in the following cases:

1. Iffunds were transferred between customer accounts. Employees are authorized to carry out transactions with visitors who have presented a passport.
2. If the transaction status is "Awaiting confirmation" or "Accepted for execution". Payments with the "Completed" status are considered completed. The bank is not en titled to withdraw funds that have already been transferred to another person or organization.
3. If, when sending through Sberbank, problems are associated with a technical failure. In this case, the client receives a check on which this reason is indicated. It is required to present it when visiting the bank.