Sberbank Kept Stringing Along Entrepreneurs Over Paid Cash Registers

Alexander and Olesya planned to open a store right after the New Year. In December, they paid for online cash registers and terminals, with installation promised by the bank for 30 December. But the weekend passed, then the first working week, and the equipment, as the customers who contacted the editorial office claimed, never arrived. According to the entrepreneurs, they were incurring losses, while the bank only kept registering new applications. Details and a comment from the credit institution are in the material from 74.RU.

«A Month Passed – We«re in the Red»

Young entrepreneurs Alexander and Olesya decided to develop a business selling products. They registered as individual entrepreneurs, rented premises, and on 24 December signed a contract with Sberbank for the provision of cash register equipment.

«They said that terminals and cash registers are needed from January. We asked several times if the equipment was available? They answered us: «Yes, everything is fine, of course, available.» The manager promised that by the New Year we would have everything set up. The payment order also stated that the purchase of equipment with installation on 29–30 December, — said Olesya. — We transferred 75,000 rubles (approximately $1,000) to the settlement account, and they were debited. On the 29th, no one came. On the 30th in the morning we called the manager. She says: «Wait, they will install it by five o»clock.« It»s past six, no one is here, the equipment still hasn«t been delivered. The manager, of course, is on vacation now — not answering calls.»

The entrepreneurs called the bank«s hotline and found out that the engineer»s visit was postponed to 3–4 January. According to Olesya, the engineer called on 4 January and asked: «Do you need new or old [equipment]?» The entrepreneurs clarified that they paid for new. «But we don«t have it in stock,» — answered the engineer.

As a result, on 7 January, the entrepreneurs called Sber«s hotline again and left an application for a refund. According to them, they were given the deadline for the transfer — 12 January. The first working day of 2026 arrived — no money.

«We call the bank, talk about the deadlines. And there they answer: «But from today it only counts, there were holidays and vacations, let us call you on the 14th.» And so day after day! — Olesya was indignant. — Moreover, our applications are closed and reopened, they keep stringing us along, «oh, we»ll solve it, we«ll solve it,» but in the end nothing is solved at all.»

On 20 January, the couple went to the main office of Sberbank to find out when they would get their money back.

«We paid the rent, but we can«t work. We buy goods, invest money again, a month has passed — we»re already in the red, — Olesya continued. — And in the bank they tell us again: «We don»t know when the money will be returned, it doesn«t depend on us.» And they «reassure» us: «Why are you worried? We will return your money.»»

«Managed to Find an Optimal Solution to the Issue»

The editorial office of 74.RU asked Sberbank to comment on the situation with the installation of online cash registers, and also to explain why the refund to the entrepreneurs was delayed.

After the journalist«s request, according to the entrepreneurs, bank employees urgently contacted them and began offering various options.

«Can you imagine, today (21 January, — Ed.) they even came, installed updated terminals, — Olesya reported. — We start working, though we don«t accept cashless payments yet.»

«As a result of negotiations with the client, we managed to find an optimal solution to the issue — a more modern model of online cash register was installed for the client,» — briefly answered the press service of Sberbank.

And on Friday, 23 January, according to the Chelyabinsk entrepreneur, all blocks were finally removed from them.

«Now we can use the equipment in full, — Olesya shared her joy. — Without you, we would still be waiting.»

Recall that bank clients in the Chelyabinsk region periodically encounter unclear situations. So, earlier a pensioner deposited more than 90,000 rubles (approximately $1,200) through an ATM, but it didn«t reach the account. After the publication of 74.RU, she got the full amount back. Another scandal: a Chelyabinsk resident»s card was blocked and they refused to return money from the account. Earlier, another city resident«s ATM dispensed 20,000 less. Later this amount was returned.