During the nine months of 2023, the Bank of Russia has received more than 34.6 thousand complaints from consumers of financial services in the Moscow region. This figure is 19% less than in the same period last year, the press service of the Main Directorate of the Central Federal District of the Bank of Russia told socialbites.ca.
In Moscow, 2.4 thousand applications were submitted in the period January-September 2023; This is 22% less than the same period last year. There were more than 10 thousand requests in the Moscow region; This is 11% less than a year ago.
Almost 63% of complaints affect relationships with banks. The main topics of interest to residents of Moscow and the Moscow region in interaction with credit institutions were related to consumer loans (almost 14% of all requests) and mortgages (about 6%). The total volume of complaints on these issues decreased compared to last year (more than 21% for consumer loans and more than 40% for mortgages), but Russians complained, for example, about refunds for additional services.
“In online channels, banks and microfinance institutions often continue to unlawfully use pre-filled consent forms, various consulting certificates, SMS information and other services for the borrower’s insurance payment. The Bank of Russia imposes supervisory measures on violators. You can reject a service that is mandatory or does not meet the conditions within the cooling period, which will now be 30 days instead of 14: The law changes will come into force at the end of January 2024,” the service commented.
The regulator received 3.4 thousand complaints regarding the work of insurers in Moscow and the Moscow region. This is almost 9% less than in the same period in 2022. Approximately half of the requests were related to the approaches used by insurance companies in calculating compulsory motor insurance. The majority of citizens’ complaints arose from incorrect information regarding the consumer characteristics of insurance services. There are also complaints about difficulties in processing payments.
Complaints were made to microfinance organizations in the Moscow region about 3.5 thousand times. Most of the complaints arose from violations during the restructuring or refinancing of microcredit agreements, i.e. changes in the terms of the agreements. At the same time, citizens began to complain less about mis-selling – the imposition of certain services under the guise of others – when applying for microloans.
Previously at the Central Bank in the name a way to save money when paying for an apartment.