Sberbank: the money did not reach the recipient. What to do?

Sberbank PJSC daily provides millions of Russians with services for transferring funds between individuals and legal entities. Every day, bank customers send money to their relatives and friends, replenish cards and accounts, pay utility bills, the Internet, and mobile communications. But the service is not always performed successfully: cases when money has not reached the recipient are not uncommon at Sberbank. If the client is in one of these situations, it is recommended to use a simple guide.

Transfer options in Sberbank

Before raising a panic about an error, customers should know the features of banking services provided to individuals. Types of transfers differ among themselves not only in commission and in the way the transaction is completed, but also in time, therefore, 48 hours or more can often be executed.

This feature is not taken into account by all senders. Some, without waiting even a day, they begin to anxiously call the Sberbank by calling the free hotline, demanding to cancel or expedite the transfer of funds. Therefore, it is recommended that you familiarize yourself with the types of transfers at the bank. This is necessary to keep abreast of the timing of the operation and the possible reasons for the delay.

Transfers to Sberbank can be carried out in the following ways:

• In the office of the company. These are services that the operator provides at the request of the client. They include bank and international transfers, payment of bills, transfers to accounts of legal entities and individuals. The term depends on the type of operation. For example, olata accounts do not exceed 72 hours.
• In terminals and ATMs. Zones with round-the-clock service are located not only in the bank’s offices, but also at public transport stops, in large retail outlets and medical and other institutions.
• Through remote services. Sberbank Online and Mobile Bank allow users to conduct transactions outside the branch 24 hours a day and 7 days a week using the capabilities of a plastic card.

In what cases can funds not come?

There are several reasons why the money did not reach the recipient at Sberbank:

1. Invalid data.
2. System error or technical failure.
3. Operator error.
4. Change of details of the recipient.
5. Change the translation settings.

In any of these cases, the money can either be delayed, but with success it can come to the account of the recipient, and return back to the sender of funds. If, for any reason, the transfer was never made, the client must contact Sberbank by calling the free hotline or go to the company’s office.

Invalid recipient data: what to do?

The most common reason for an incorrectly sent transfer is an error in the details. This may be the wrong TIN or account number, full name of the recipient (for international or internal bank transfer) or the name of the organization, as well as other options.

What to do if the money has not reached the recipient in this case:

• Firstly, the sender must immediately contact the customer support or office of the bank. Operations conducted within 24 hours from the date of sending funds are easier to return than those that were performed 72 hours ago or more.
• Secondly, it is necessary to draw up a statement on the return of funds or their transfer to the specified account. It is required to explain to the specialist the method of conducting the operation, its type and the reason why the funds cannot reach the addressee. You must provide your details, method of sending money, time and amount. If the client has checks, they are attached to the application (in the case when the complaint is drawn up at the bank office).
• Thirdly, indicate contact information (for communication) and specify the timing of the issue.

In what cases does the bank refuse to refund

Cases in which the payment did not reach the recipient are not uncommon at Sberbank.

Unfortunately, many of the funds sent to the wrong place through the fault of the card holder cannot be returned. This occurs for the following reasons:

1. They have already entered another account. This includes paying for mobile communications, Internet services, online money services, making any quick payments and sending funds (for example, transferring from a card to a Sberbank card). The Bank cannot forcibly recover funds that are in the account of another organization or individual.
2. They were translated over 72 hours ago. 9 out of 10 operations with Sberbank are completed within 72 hours, therefore, the client can return the funds only if the time limit is observed.
3. The client refused to provide data on the transaction. It is impossible to return funds without time, checks, passport and features of the transfer (from card to Sberbank card, payment of utilities, phone).

Refund in case of technical failure

Rarely, in 1-5% of cases, funds do not reach the addressee in the event of a Sberbank system error. This may be due to the failure of the program or all the technical equipment of the organization.

It is recommended that a client whose money has not reached the recipient at Sberbank contact the office in which the operation was performed. Or to the nearest branch if funds were transferred online. But before worrying about the status of the transfer, it is recommended to make sure that there is a problem.

How to find out if the money has reached the recipient in the event of a technical failure:

• In this case, in 90% of situations, the client is given a check about the error if the operation was performed at an ATM or terminal. If the check did not work out, it is recommended to call the recipient of funds or contact support.
• When performing an operation at the bank’s office, the manager will tell you whether the system’s temporary freeze is a reason for writing a claim. Sometimes money comes with a delay, and the client is notified of the successful sending of funds by SMS or a call from the bank.
• If the operation was performed at Sberbank Online, then the status of “accepted for execution” will be a cause for concern. It means that the transfer is being sent. Sometimes, when making large transactions (in the amount of 100 thousand rubles or more), you need to confirm it through the contact center. If the status of the transfer has changed to “completed”, it means that the recipient received the funds.

Change translation settings

Sometimes when sending funds to the account of a legal entity, users may encounter an unusual problem: money was not received due to a change in details. This happens when the organization has changed the details, for example, starting to cooperate with another bank.

If the money in Sberbank did not reach the recipient for this reason, it is recommended to write a statement on the refund at the office in which the operation was performed. Since the money was sent using outdated data, it will not be transferred to the account of another person or company and will be returned to one of the correspondent accounts of Sberbank PJSC on demand by the sender.

In what other cases, customers will not be able to receive funds?

In exceptional situations, a delay in the transfer of funds may be associated with the recipient, whose account is registered with Sberbank.

This includes:

• Reissuing a bank card. If the credit card has expired, the client will not be able to receive funds.
• Change F. I. O., account numbers, cards. When ordering another banking product or adjusting the information, the funds will be returned to the sender, and the operation will have to be repeated.
• The arrest of accounts. Problems with bailiffs are often the reason why the client cannot receive his funds, which are frozen on his cards and books until the debt is paid off by law.

Errors in sending funds from other banks and making online payments

Customers of third-party financial institutions may also encounter a problem when transferring Sberbank products to user accounts. It doesn’t matter how the payment was made. When transferring money from a VTB card to Sberbank, transferring using the Yandex.Money service and other similar operations, only the person who sent them can return the money.

Sberbank customers who did not wait for money cannot influence the situation: all actions to return or correctly send must be carried out by the sender. To do this, he must contact the organization that monitors the transfers and file a claim.