In a series of frustrating experiences with OTP Bank, customers have voiced their dissatisfaction over difficulties in opening deposit accounts and handling transactions. On March 25, 2025, one customer shared their ordeal after the term of their deposit at another bank expired, leading them to seek new options.
The customer, who had previously used an OTP Bank card, attempted to open a deposit account for 800,000 rubles. However, they discovered that the available amounts were limited to either 600,000 rubles or 1 million rubles. After transferring funds to their OTP account, they faced technical issues when trying to open the deposit through the mobile app.
Despite multiple attempts, the app failed to process the request, displaying an error message stating, "something went wrong, try again later." The customer then tried accessing their account via a PC, but encountered a message indicating that the service was "temporarily unavailable." Seeking assistance, they reached out to OTP Bank's online chat, where operator Timofey requested screenshots of the issue.
After a delay, operator Victoria responded, instructing the customer to call the hotline to confirm their phone number. This demand, especially after the customer had already invested significant time researching deposit options and attempting to complete the process, was met with frustration. The customer expressed their annoyance in the chat, likening the situation to a dentist asking a patient to remove their pants instead of opening their mouth.
Feeling unheard after sending multiple messages without response, the customer decided to transfer their funds to a different bank where they successfully opened a deposit in just two minutes, without any complications. "OTP Bank, possibly a decent bank, has lost a customer due to poor service and technical issues," the customer lamented.
In a contrasting experience, another customer praised the efficiency of T-Bank. On the same day, March 25, 2025, at 20:30, this customer reached out to T-Bank's chat for help regarding cashback accrual in a selected category. Ksenia, the representative, promptly addressed the customer’s concerns, correcting an earlier miscalculation of cashback within five minutes. The customer expressed gratitude for Ksenia's swift response and effective communication, highlighting the positive experience.
However, not all interactions with T-Bank have been smooth. Another customer reported a frustrating experience when attempting to deposit 2,600 rubles via an ATM on March 18, 2025. The ATM malfunctioned, blocking the funds without completing the transaction. This incident led the customer to contact support regarding bonus accrual under T-Bank's "Bring a Friend" program, where they received assistance from Elena.
Despite the occasional hiccups, customers generally appreciate T-Bank's responsive customer service. One user noted their consistent satisfaction with T-Bank's support, stating, "Whenever I reach out, they resolve issues in favor of the consumer." This sentiment contrasts sharply with the frustrations experienced at OTP Bank.
In a separate incident involving OTP Bank, a customer who took out a loan to purchase a phone faced significant challenges when attempting to pay it off. They sought to do so via SBP, aiming to avoid any commission fees. However, the process was hindered by the need to confirm their phone number with the bank. When they called, the operator could not verify the code word they provided, leading to further delays and complications.
As the customer navigated through the bank's support system, they encountered repeated advice to open an account, despite having already attempted this unsuccessfully. This circular conversation left them feeling trapped, as access to their personal account remained blocked without a clear explanation from the bank. The customer noted that OTP Bank seemed to be prolonging the process, accruing interest on the loan while they waited.
As frustrations mount among OTP Bank customers, the contrasting experiences with T-Bank highlight the importance of effective customer service in the banking industry. With customers increasingly turning to online platforms for banking needs, the ability to resolve issues quickly and efficiently is paramount.
In conclusion, while some banks like T-Bank are receiving accolades for their customer service, OTP Bank is facing backlash for its handling of customer inquiries and technical issues. As customers weigh their options, the experiences shared serve as a reminder of the critical role that responsive and effective support plays in retaining clientele in a competitive banking landscape.
