Instances of unilateral removal of loyalty bonuses by Sberbank customers have been relatively rare, according to official statements released to media outlets. A recent update from DEA News, citing the bank’s press service, notes that these requests are not common but do occur from time to time.
In the bank’s communications, it is clarified that a customer action to remove loyalty bonuses is treated as an isolated occurrence. Sberbank notes that the loyalty program reaches a broad audience, with a total participant base approaching 67 million people across its system.
The bank maintains that bonuses may be rescinded only if there is a violation of the loyalty program’s rules or after the two-year maximum retention period for bonuses has elapsed. This stance reflects a policy designed to keep the program fair for all members while ensuring that benefits align with the stated terms and conditions.
According to the press service, each customer appeal is subjected to a thorough review. After completing the verification process, the bank informs the customer of its decision and the rationale behind it. This approach emphasizes accountability and a clear communication path between the institution and its customers.
Earlier media reporting highlighted grievances from some customers regarding the unilateral deletion of loyalty bonuses. These reports prompted discussions about the criteria used to assess eligibility and the timelines for bonus retention, as well as the transparency of the decision-making process.
In related developments, it was announced in April that Sberbank has resumed issuing plastic SberCards targeted at children. The new designs are part of a broader effort to maintain family-focused benefits and expand accessibility of the bank’s loyalty offerings across different segments of customers.