Number of Complaints About Refusals to Conduct Banking Operations in Russia Surges
In Q1 2026, the total number of consumer complaints to the Central Bank of Russia (CBR) rose by 8.1%. Particularly notable was a 45.2% increase in grievances related to transaction blocks and suspension of remote banking services.
The sharp spike in complaints about refusals to conduct transactions is not just a statistical blip but a symptom of a deep structural shift in the Russian banking system. Formally, we see a 45.2% increase compared to Q1 2025. But behind this figure lies a process that is reshaping the competitive landscape and creating a two-tiered system of access to financial services.
The Core Issue: What's Really Happening
The public rhetoric of the CBR and banks revolves around fighting fraud: transaction blocks and suspension of remote banking services (RBS) are presented as necessary measures to protect customer funds. And there have indeed been some successes—complaints about cyber fraud fell by 40.9%, and those about voluntary money transfers to scammers under pressure dropped by 43.3%.
However, the real reason for the surge in complaints about refusals lies elsewhere. As Anatoly Aksakov, head of the State Duma Committee on the Financial Market, reported, banks not included in the Ministry of Digital Development's "white lists" find themselves at a distinct disadvantage. Currently, only five banks are on this list: VTB, Alfa-Bank, PSB, MTS-Bank, and Gazprombank. Their apps and online services continue to work even during temporary mobile internet restrictions. Customers of other banks face inconveniences, and the banks themselves are forced to compensate for their technological lag by tightening internal compliance procedures, which in turn triggers a wave of blocks.
Timeline and Context
The situation has evolved over the past three months. In March 2026, CBR Chair Elvira Nabiullina highlighted the issue of unequal competition due to the "white lists." Around the same time, the Association of Russian Banks asked the regulator to help include banks participating in the deposit insurance system in the list.
By May, the discussion had reached the State Duma level. Aksakov stated that he had already submitted an initiative to the Ministry of Digital Development, Prime Minister Mikhail Mishustin, and the CBR head. According to him, the Central Bank supports expanding the list to all credit institutions. The Ministry of Digital Development's position is more cautious: the agency explained that the list is "technically limited" and that banks should step up compliance with security requirements.
Concurrently, the CBR recorded an overall 8.1% increase in complaints in Q1, reaching 102,100 submissions. However, the number of complaints specifically against banks decreased, except for two categories: transaction blocks (+45.2%) and issues with microfinance organizations (MFOs) (+47%).
Who Wins and Who Loses
Winners:
The five banks on the Ministry of Digital Development's "white list" gain a huge competitive advantage. While their rivals are cut off from mobile internet, these organizations continue to serve customers seamlessly. In effect, the state has created a most-favored-nation regime for them.
Large banks with advanced compliance systems that can quickly adapt to the CBR's tightening anti-fraud requirements are also ahead. They use blocks as a risk management tool, shifting costs onto customers.
Losers:
Regional and small banks find themselves in a critical situation. As Aksakov emphasized, a significant portion of payments in the regions goes through them, and losing mobile internet access for their customers is tantamount to financial isolation. They must choose between aggressive blocks (and a flood of complaints) and increased fraud risks.
Consumers of financial services are the main victims. A refusal to conduct a transaction or suspension of RBS can mean being unable to pay for a purchase, transfer money to relatives, or access their own funds at a critical moment. Meanwhile, the mechanism for disputing blocks remains opaque and slow.
What the Media Isn't Saying
First, the 45.2% year-on-year increase in complaints about blocks is a year-over-year figure, but compared to Q4 2025, the number of such complaints actually fell by 12%. This means the peak of the problem occurred at the end of last year, and banks are now gradually adapting their systems to reduce false positives. However, the public focus on the "annual increase" creates an impression of uncontrolled escalation that no longer exists.
Second, the real reason behind the Ministry of Digital Development's resistance to expanding the "white list" is more than just technical limitations. The true cause is that the state is deliberately using this tool to consolidate the banking sector. Banks not on the list lose customers, who migrate to the "chosen" five institutions. This accelerates the squeezing out of small players without formal license revocations. This version is indirectly supported by statistics: nearly 20% of Russian banks have become unprofitable since the start of 2026.
Third, the parallel 47% increase in complaints about MFOs and the rise of "debt relief" services create additional pressure on the banking system. People denied transactions or loans by banks turn to the gray zone of microloans, where they fall victim to fraudulent schemes. The CBR acknowledges this problem and is working to standardize the activities of debt consultants, but so far unsuccessfully—the market for "debt relief" services has already exceeded 70 billion rubles according to 2024 data.
Forecast: Next 30 Days and 90 Days
Next 30 days (until June 10, 2026):
I expect the discussion on expanding the "white list" to move into practical terms. Under pressure from the State Duma and the CBR, the Ministry of Digital Development will be forced to announce specific timelines and criteria for including new banks. Likely, by the end of May, a draft for a phased expansion will appear—first to 15-20 banks, then to all participants in the deposit insurance system. This will ease tensions but won't fully solve the problem: technical limitations will remain.
The number of complaints about blocks will continue to decline from peak levels as banks implement more accurate risk assessment algorithms. However, in absolute terms, the level will remain high due to the expansion of the blocking mechanism itself.
90-day horizon (until August 2026):
The key turning point will be the Ministry of Digital Development's decision on the "white list." If the list is expanded to all banks, as Aksakov and the CBR demand, we will see a leveling of competitive conditions and a gradual decrease in complaints about blocks as banks stop compensating for technological lag by tightening compliance.
If the list remains limited, a new wave of banking sector consolidation can be expected. Small and medium-sized banks, deprived of mobile internet access, will continue to lose their customer base. By autumn, we may see a series of voluntary license surrenders and acquisitions. In this scenario, the number of complaints about blocks will temporarily rise as banks desperately fight for survival by tightening transaction controls.
I personally estimate the probability of full list expansion at 60%, partial expansion at 30%, and maintaining the status quo at 10%. The Russian financial services market faces a difficult period of structural transformation, where the main currency will not be the ruble but access to digital infrastructure.
— Editorial Team
