Sberbank ATMs are one of the most popular services used by the clients of this financial institution. Like any complex technical devices, they may not work correctly, thereby creating inconvenience to users. In such cases, it is even advisable to complain about the Sberbank ATM so that employees can start fixing the problem as soon as possible.
Common causes of ATM complaints
ATMs not so long ago became the assistants of the modern person, however, they quickly and unconditionally gained a foothold in this status. With the help of these devices, cardholders can withdraw cash and replenish the account, make payments and transfers, receive information about the balance or completed transactions. In addition, through an ATM, a Sberbank client can connect additional services - a mobile bank or access to the Sberbank service online.
Thanks to an extensive network of branches, users can choose where and when to use the services of the largest financial and credit institution in the country. On the other hand, due to the large number of ATMs, it is sometimes difficult to service them quickly and in a timely manner. This is especially true for devices that are installed outside the bank. Most often, customers file complaints about ATMs of the following nature:
- the device did not return the card;
- when withdrawing cash, funds were debited, but the money was not issued or was issued incorrectly;
- when replenishing the account, the cash was not credited to the card;
- when paying for services, the money was withdrawn, but the payment was not made;
- there are suspicions that fraudulent activities are being performed through the ATM;
- the ATM is broken and does not work for a long time;
- there is no cash in the ATM for a long time.
The last two points are a common cause of complaints, since a faulty ATM or lack of cash seriously complicates life for people when there are simply no other payment terminals nearby. Sberbank employees themselves even welcome such complaints, because they help speed up repairs and establish timely ATM service.
Where to complain about an ATM
If the ATM is located in the Sberbank office, the easiest way is to contact an employee of this division. You can leave a record in the book of complaints or file a complaint in a separate document. Some offices have ready-made forms for this purpose. You must provide your full name and phone number, as well as describe the reason and circumstances of the request. You will also need the ATM number that caused the complaint. This information should be prompted by a bank employee.
The claim is written in the name of the head of this department, and if it can be delivered personally to the addressee, this can significantly speed up the process of solving the problem. It is also allowed to appeal to the higher management when there are reasons for a more serious investigation or previous complaints did not bring the desired result.
In any case, a written claim will be registered at the bank and an SMS with its number will be sent. Later, the client will be informed about the outcome of the proceedings.
In cases where the ATM is located on the street or in a store, it is better to start resolving issues related to its incorrect operation by contacting the Sberbank contact center. A call to the Hotline at 900 (for Russia) or + 7-495-500-55-50 (worldwide) is available around the clock. At the same time, a complaint about the operation of the ATM can be left to the support specialist.
Also, the function of sending a claim is available through the official website of Sberbank. To do this, select the "Support" section in the main page menu, and then go to the "Feedback" section. A standard form will be loaded, in which the client indicates the purpose of the appeal - in this case, you can write "Complaint about an ATM". The field for the text of the appeal must contain the address or number of the payment terminal. The addresses are on the Sberbank website, and the number is displayed on the receipt issued by the ATM to the client. Based on the results of checking the complaint, the bank will contact the user in a convenient way.
A similar form for complaints and claims is in the personal account of the Sberbank online service. At the very bottom of the page on the right, you need to select the "Letter to the bank" section and fill in the required fields.
Consideration of citizens' applications takes from 10 working days. If you know the claim number, you can check its status on the Sberbank website. On the feedback page, the corresponding window is on the right, next to the form for contacting the bank.
When repeated complaints do not help solve the problem with the ATM, it makes sense to contact Rospotrebnadzor or the Central Bank. The official websites of these organizations have standard forms for filing complaints. You can also call Rospotrebnadzor by calling the hotline 8-800-100-00-04 and get advice.
In all cases of written submission of complaints, it is advisable to attach evidence: scans of receipts or other documents, photographs, video recordings. This will help to more quickly understand the essence of the claim and take the necessary measures.
