In recent correspondence, customers of UralSib Bank and Ozon Bank have voiced their discontent regarding banking fees and poor customer service, raising alarming concerns about transparency and responsiveness in their transactions.
On March 21, 2025, a user reached out to UralSib Bank to close an account and withdraw funds. They were shocked when informed of a staggering 20% commission charged for withdrawing cash, which amounted to 5000 rubles. "Why is the bank employee writing off these funds separately and not taking a commission directly upon transfer?" questioned the user, underscoring the confusion surrounding the bank's fee structure.
As if the commission wasn't frustrating enough, the customer anticipated the remaining amount of 20,198 rubles to be sent within an hour. However, only 19,236 rubles arrived, leading the user to inquire, "Where is the remaining 962 rubles?" The customer suspected that the bank was imposing a double commission, a situation that adds to the growing list of grievances against the financial institution.
Meanwhile, another customer of Ozon Bank experienced similar frustrations. Just six minutes after receiving a notification of their account being blocked due to Federal Law 161, the user swiftly decided to close their account and withdraw the remaining funds, approximately 35,000 rubles. However, this action led to a long wait without any response. "The operator in the chat has been connected. Please wait for a response," is the last message they received from support, but practically a day passed without further communication, causing the user to feel neglected and marginalized.
Ozon Bank users, like many others, often utilized their banking services for daily transactions amounting to 3-5 thousand rubles. However, with the advent of such operational issues, customer trust has begun to dwindle. In a previous transaction, a customer mistakenly paid for pharmacy services via a QR code, adding to their dissatisfaction.
Compounding these issues, customers have raised concerns about the banks' practices regarding cashback offers and transaction transparency. One user stated that their inquiries about changing categories for increased cashback went unanswered. Such unresolved complaints indicate a lack of commitment to user satisfaction and timely communication.
Moreover, the automatic debiting for services, such as a real estate tax amounting to 990 rubles, caught another customer off guard, highlighting the need for banks to better inform their clients of such operations in advance. This further reinforces the consumer sentiment that these financial institutions are becoming increasingly disconnected from customer needs.
The grievances don't stop at monetary issues. Customers feel that these incidents reflect a deeper problem within the banks’ operational practices. Issues with blocking accounts, unexpected fees, and unresponsive customer service have led to an overall feeling of distrust. These banks’ approaches present significant barriers for everyday consumers who wish to manage their finances with confidence and clarity.
The ongoing frustrations with UralSib and Ozon Banks serve as a stark reminder of how vital it is for financial institutions to enhance their customer communication strategies, ensure transparency in fees and operations, and prioritize customer service. As these banks are viewed as essential facets of modern life, their ability to adapt and respond to customer needs will ultimately dictate their reputations and accessibility.
The call for better accountability and responsiveness echoed by numerous customers reveals a need for systemic change within the banking sector. In a world increasingly reliant on digital finance, a stable and trustworthy banking relationship is paramount.
