Frustrations are mounting for customers of VTB Bank, as multiple reports highlight serious issues surrounding account blockages and cashback failures. Customers have taken to social media and other platforms to voice their grievances, resulting from perceived injustices tied to the banking giant’s policies.
One notable case involves a client whose bankruptcy was declared on March 4, 2025. With the case number A73-1359/2025, this individual reported on March 9, 2025, their information published on the Federal Register of Bankruptcy (EFRSB). Despite the bank's insistence on repaying overdue debts, the client found no resolution or unblocking of their accounts within six days after the declaration.
After contacting the VTB hotline 1000, the customer conversed with bank personnel but received uncertain answers about the missing funds and unresolved account issues. The frustration even extended back to December 2024 when the customer faced difficulties tracking payment history and cash back—the history appeared entirely empty.
Compounding the issue, on January 10, 2025, the individual made a purchase at the Lenta website amounting to 3029 rubles with the expectation of receiving 20% cashback. To their dismay, the promised cashback was never credited, leading to repeated follow-ups with VTB and no satisfactory responses.
The complaints are not alone; numerous reports surfaced around the same period. One account highlights how clients faced complete service restrictions without any explanations from the bank. One affected customer, who experienced account blocking on February 6, 2025, reported visiting branch No. 70 located at Ploshchad Vosstaniya, St. Petersburg. There, they were met with vague replies about account blocking simply resulting from “banking decisions.”
The bank's representatives provided no information on how long access would remain restricted or why these decisions were made. The customer stated, “I was informed only about the possibility of closing cards and temporarily unblocking accounts.” Lack of clarity about procedures or timelines left many feeling powerless.
After visiting VTB's Novogireevo branch on February 27, 2025, for sifting through options for temporary account unblocking, they encountered similar responses. Staff members simply confirmed the five-day timeline for unblocking without providing key insights about the underlying reasons for the block.
Continuing the struggle, on March 6, 2025, they returned to the Novogireevo office to process fund transfers to another bank. Unfortunately, access remained blocked without informative updates. One bank employee mentioned the issue stemmed from compliance with Federal Law 115, but even this response lacked clarity.
On March 7, they met with another representative who cited instructions implying the bank could decide whether to unblock the account, compliciting the situation. With no written explanation for the refusal of funds transfer, the customer became increasingly alarmed about the bank's intentions. “It seems the bank is deliberately prolonging restrictions on access to funds,” they expressed amid growing frustration.
Reports of cashback discrepancies also fueled anger among clients. Customers were often promised cashback bonuses which either arrived late or were not credited at all. One recent complaint highlighted how only part of the promised 100% cashback was credited for February, with clients citing technical errors as the cause. “I’ve been assured numerous times about this, but promises don’t seem to be fulfilled,” one customer remarked, expressing disappointment with VTB’s services.
The dissatisfaction is widespread, with clients sharing stories of unresponsive customer service and inconsistent communication. Another customer experienced unexpected service reductions from VTB, leading to financial distress and questions over what the bank might do next, especially about funds they’re concerned they might never see again.
“Are we expected to provide explanations for transactions going back to previous years?” another reported, questioning the rationality behind such onerous requests. The tension between customers and the bank is palpable, with many fearing potential legal action. They urge anyone else facing similar issues to speak up.
Multiple individual accounts paint VTB as struggling with transparency, accountability, and effective communication during financial turbulence. These growing frustrations spotlight the need for VTB to implement reforms and provide more clarity about its operations going forward.
It remains to be seen how VTB will address and rectify these complaints from loyal clients, but for many, the experience has altered their perception of the bank they once trusted.