Платеж ограничен: как переход банков в интернет отражается на клиентах

Платеж ограничен: как переход банков в интернет отражается на клиентах

Фото: Константин Колосов / Лори

В стремлении перевести операции в интернет банки нередко лишают клиентов возможности пользоваться привычными услугами в отделениях. Какие платежи уже нельзя провести там и насколько эти ограничения законны?

Банки все активнее переводят операции из офисов в безналичные каналы и мотивируют клиентов наращивать объемы таких сделок. Об этом свидетельствует опрос топ-10 крупнейших банков, проведенный РБК. Банкиры ссылаются на то, что с развитием технологий безналичный перевод выглядит гораздо перспективнее: это быстрее и дешевле как для клиента, так и для банка.

Желание банков перевести обслуживание клиентов в интернет объясняется их стремлением оптимизировать бизнес-модель и сократить издержки, считают эксперты, опрошенные РБК. По словам генерального директора Frank Research Group Юрия Грибанова, обслуживание через физические отделения — очень дорогой инструмент для банков, включающий затраты на аренду, зарплату, обучение сотрудников, инкассацию, документооборот и прочие издержки. Именно поэтому банки активно стремятся направлять максимальное количество операций в онлайн.

«В отделениях консультанты специально показывают клиентам, что почти любую квитанцию можно оплатить без очереди через банкомат или терминал. Другой вариант — дать человеку ощутимую мотивацию за то, что он воспользуется услугой банка онлайн. Допустим, за оплату штрафов ГИБДД через интернет клиенту будут начислены дополнительные 200 бонусов», — добавляет Юрий Грибанов. Он отмечает, что активное сокращение сети филиалов в настоящее время осуществляют Сбербанк, Ситибанк, «Хоум Кредит» и «Русский стандарт».

Главный разработчик и архитектор приложения «Чат-Банк» Совкомбанка Андрей Бухтияров связывает усиливающуюся тенденцию перехода в онлайн-каналы с проблемой роста числа операций и их стоимостью. По его мнению, кредитные организации стремятся максимально оптимизировать затратное операционное обслуживание при помощи перехода к легким офисам без кассовых узлов и выхода в онлайн-банкинг, где возможно извлечение абсолютной прибыли. «Процент операций, для проведения которых нужен офис, очень маленький. Как правило, они связаны с идентификацией личности», — уточняет он.

Проверка РБК

На практике из-за перевода банковских операций в интернет клиенты банков могут столкнуться с ограничениями на возможность получения услуг в офисах. Например, в отделениях Росбанка и ЮниКредит Банка уже сейчас недоступны некоторые услуги, которыми можно воспользоваться в банкоматах банков.

В частности, по словам представителя ЮниКредит Банка, в отделениях клиенты не могут оплатить мобильную связь и ЖКХ. В свою очередь, в Росбанке нельзя оплачивать услуги в отделениях с помощью кредитных карт. Особняком стоит Райффайзенбанк, который ограничивает минимальную сумму частичного досрочного погашения потребительских кредитов в отделениях 10 тыс. руб. С чем связаны такие решения, пресс-службы всех трех банков не стали пояснять

РБК провел свою проверку доступности банковских услуг в режиме офлайн, обратившись в кол-центры и пресс-службы десяти крупнейших банков по объему привлеченных средств. Как оказалось, клиенты некоторых из них уже не могут получить часть сервисов в отделениях или через банкоматы (см. таблицу). К примеру, Альфа-банк уже не позволяет оплачивать налоги, штрафы ГИБДД, услуги ЖКХ и мобильную связь в своих отделениях. Оплата мобильной связи в кассах недоступна также в ВТБ24, ВТБ Банк Москвы и Райффайзенбанке. Некоторые банки ограничили число доступных услуг и в банкоматах. Так, Альфа-банк, Райффайзенбанк, Промсвязьбанк и «Открытие» не предоставляют возможности оплачивать через свои банкоматы и терминалы налоги и штрафы ГИБДД — клиенты могут сделать это только в рамках ДБО или в отделении.

Комиссии за пользование ДБО тоже взимаются, однако, как показала проверка, они меньше, чем за пользование кассами и банкоматами, — сами банки объясняют это стремлением «переманить» клиентов в онлайн. Прежде всего это касается штрафов ГИБДД — их уплата через интернет облагается комиссией в шести из десяти крупнейших банков по объему привлеченных средств. Дороже всего уплата штрафов обойдется клиентам Россельхозбанка, Сбербанка, Газпромбанка и ВТБ Банк Москвы — 2%, 1%, 0,5% и 0,5% от суммы штрафа соответственно. В банке «Открытие» за оплату штрафов придется отдать фиксированные 40 руб.

Для сравнения, при оплате штрафа через банкомат и отделение Сбербанка комиссия может достичь 2 и 3% соответственно, в Газпромбанке — по 0,5%. В ВТБ Банк Москвы комиссия при оплате штрафа через банкомат не превышает комиссию в рамках ДБО, а вот за использование кассы придется заплатить на 1% больше — 1,5%. Россельхозбанк несколько выбивается из этого ряда: по данным кол-центра банка, комиссия на оплату штрафов в отделении будет ниже, чем через интернет-банк и банкомат: 1,5 против 2%. К моменту публикации материала пресс-служба не успела подтвердить или опровергнуть эту информацию.

Платеж ограничен: как переход банков в интернет отражается на клиентах

Комиссии за оплату услуг ЖКХ через интернет-банк взимаются в четырех банках из десяти крупнейших. В Сбербанке за эту операцию в интернете пользователь отдаст до 1% от суммы платежа, в банке ВТБ24 — до 0,6%. В Альфа-банке размер комиссии зависит от тарифного плана: по тарифу «Оптимум» коммунальные услуги оплачиваются беспроцентно, а по тарифу «Комфорт» комиссия на оплату ЖКХ составит 29 руб. Промсвязьбанк возьмет с пользователя ДБО 0,5% от суммы платежа. В отделениях опять-таки будет дороже. При оплате ЖКХ через кассу и банкомат Сбербанк снимет до 2 и 3% соответственно, а ВТБ24 — до 4 и 0,6%. В Альфа-банке эта услуга и вовсе недоступна в отделениях и банкоматах, а в Промсвязьбанке комиссии при оплате через кассу и банкомат также будут выше — по 2%.

Законно ли это

С точки зрения законодательства для перевода части услуг в интернет у банков нет препятствий, говорит глава НСФР Андрей Емелин. Он напоминает, что в ФЗ-161 «О национальной платежной системе» отсутствуют положения, которые препятствовали бы отказу от физических форм услуг. Учитывая, что доля домашних хозяйств, имеющих доступ к Глобальной сети, уже составляет около 70%, почва для дальнейшего отказа от физического обслуживания есть, подчеркивает эксперт. При этом Емелин отмечает, что в законе прописана необходимость повышения доступности сервисов для лиц с ограниченными возможностями. Как правило, развитие интернет-банкинга и становится такой мерой помощи, резюмирует он.

Финансовый омбудсмен Павел Медведев, напротив, считает ситуацию с доступностью банковских услуг проблемной. Особенно это актуально для жителей отдаленных населенных пунктов. «Если у тебя нет интернета, то тебе может понадобиться ехать за 50 км в ближайший офис», — поясняет он. По словам Медведева, отказ в проведении операций через отделение в данном случае выглядит неприемлемым. «Мы боремся с такими ситуациями, передавая сообщения о них в ЦБ», — заверяет омбудсмен.

Юрист организации потребителей финансовых услуг «Финпотребсоюз» Алексей Драч добавляет, что значительная часть россиян еще не готова к переходу исключительно на онлайн-обслуживание. В его организацию часто обращаются пенсионеры, слабовидящие и те, кто просто не имеет доступа в интернет. По словам эксперта, с этой точки зрения сокращение банками числа офисов или введение «заградительной» комиссии за платежи офлайн является ущемлением прав потребителей. Дополняет слова коллеги председатель «Финпотребсоюза» Игорь Костиков, считающий, что увлечение банков электронной коммерцией негативно сказывается на показателе уровня доступности финансовых услуг. «К сожалению, отголоски советской психологии позволяют нашим поставщикам услуг навязывать клиентам те продукты, которые выгодны им, а потребители склонны со всем соглашаться», — заявляет он.

Как защитить свои права?

Юристы, опрошенные РБК, отмечают, что единственная «заградительная» мера, которую клиент банка может оспорить через суд, — это ограничение возможности досрочного погашения кредита через кассу, введенное Райффайзенбанком. Сам банк оправдывается тем, что клиенты могут совершить досрочное погашение потребительского кредита без ограничений по сумме в интернет-банке («Райффайзен-Онлайн»).

Директор юридического департамента ЮниКредит Банка Наталия Окунева отмечает, что физическое лицо может обратиться в Роспотребнадзор и оспорить это ограничение, так как в соответствии с законом клиент вправе частично или полностью досрочно погасить кредит в любом объеме, причем как в наличной, так и в безналичной форме. С ней соглашается управляющий директор Нордеа Банка Константин Каричев. «Статья 810 ГК РФ предусматривает право клиента частично или полностью досрочно погасить потребительский кредит, не связанный с предпринимательскими целями, с уведомлением за 30 дней, если более короткий срок не предусмотрен договором. Любые ограничения ч.2 ст.810 ГК РФ неправомерны», — уточняет он.

Алексей Драч из «Финпотребсоюза» добавляет, что нарушения со стороны банков не освобождают потребителя от исполнения обязательств, но потребитель может обратиться в суд для взыскания с банка убытков и компенсации морального вреда. Юрист напоминает, что одностороннее изменение договора или отказ от его исполнения не допускаются. В связи с этим финансовый омбудсмен Медведев советует внимательно изучать договоры с банками. «Банк обязан указать несколько способов погашения. Как минимум один должен быть бесплатным, но при этом в законе не уточняется, обязан ли этот способ быть физическим или нет», — рассказывает эксперт.

Также он рекомендует следить за тем, какие именно услуги облагаются комиссией. Так, взимание комиссии за оплату налогов государственным органом незаконно, напоминает омбудсмен. При нарушениях эксперт советует обращаться в банк с письменной претензией или внести запись в книгу отзывов и предложений. Если реакции не последует, то можно консультироваться у юристов. Впрочем, если политика банка в отношении комиссий не противоречит договору, то у клиента не будет законных оснований для обращения в суд, предупреждает Андрей Емелин из НСФР. 

Источник: rbc.ru

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