PrivatBank apologized to a veteran without limbs and handed him cards after an incident in a branch
18 December 19:08
PrivatBank has officially apologized to a 20-year-old veteran who lost all four limbs as a result of a serious injury after being denied a bank card. This was reported by the bank’s press service, "Komersant Ukrainian" reports.
The incident occurred because of the bank’s internal protocol: to get a card, the client had to hold it near his face during the photo, which was physically impossible for the veteran.
Bank’s response
NBU Governor Andriy Pyshnyi and Dmytro Musienko, the bank’s board member in charge of retail business, personally visited the veteran in the hospital, handed over the cards and promised to cover the cost of treatment and prosthetics. PrivatBank also announced that it would revise its procedures for servicing veterans and people with disabilities, create a separate hotline, and provide additional staff training.
Previously, the bank had offered to issue a power of attorney to a medical supervisor, which would have effectively limited the veteran’s control over his or her own funds. This incident caused a public outcry because it violated the basic principles of respect and accessibility of services for people with disabilities.
Veterans and people with disabilities will receive more flexible and accessible service procedures
The bank cooperates with veterans’ organizations, the Ministry of Veterans Affairs and charitable foundations to develop practical solutions that will prevent similar situations in the future. PrivatBank promises that all veterans and people with disabilities will receive more flexible and accessible service procedures.
