PrivatBank and NBU apologized to the veteran: why he was denied service.

According to ТСН: The management of PrivatBank and the National Bank of Ukraine apologized to the serviceman who was denied service in Kyiv. Both institutions assured that they would do everything possible to prevent similar incidents from happening in the future.

Human dignity and needs come first

The press service of PrivatBank emphasized that the situation with the inadequate service for the veteran is absolutely unacceptable.

“There was no demonstration of the care, humanity, and responsibility that should be unconditional, especially towards servicemen and veterans, regardless of the norms and regulations in place. We apologize for what our client had to go through. We regret that this situation became possible,” the statement reads.

“We are truly ashamed. Please accept our sincere apologies. We will do everything to ensure that such cases do not occur again, neither with servicemen nor with civilians,” emphasized Dmytro Musiyenko, a member of the PrivatBank Board in charge of retail business.

The veteran accepted the apology and expressed hope that similar situations would not be repeated. He also noted that “civilians must adjust to servicemen, as unfortunately, we will be seeing more of them.”

The bank offered to cover the veteran's medical treatment and prosthetics, as well as provide other important support.

NBU representatives also assured that they would learn from this incident.

“Your example will serve as a tool for me to ensure that nothing like this happens in other banks, insurance companies, or any sphere related to the National Bank. We will analyze why this happened, what regulations hindered it, and why it was insufficient. But that is one part of the truth. The other part of the truth is people. Any regulation, statute, or procedure is empty if a person does not feel empathy and does not truly understand the situation. And that is already a question of culture,” emphasized NBU representative Andriy Pyshny.

He stressed that there are many servicemen and civilians who have suffered in modern Ukrainian society.

“This is part of our reality. If we realize this, we will have a future. If we do not realize this, there will be trouble,” he concluded.

We remind you that the incident with the refusal of service occurred at the PrivatBank branch on Beresteiskyi Avenue in Kyiv. A 20-year-old serviceman was denied the restoration of a card to which state payments were directed. The young man lost all of his limbs in battle.

A bank employee, according to the medical curator of “Angels,” stated that “the card must be held in the hand,” which became the reason for the denial of service. Bureaucratic procedures turned out to be more important than the person who fought for the country.

“The injured man decided to wait for a prosthetic arm. Months. Perhaps a year. Without the money that the state owes him. We will not leave this as it is. The state, banks, and bureaucracy must turn towards the military. Otherwise, this is betrayal, not just idiocy,” summarized Tolkachova.

The experience gained from this incident became an important lesson for PrivatBank and the NBU. Representatives of both organizations acknowledged that bureaucratic barriers should not stand in the way of humanity and respect for those who defended the country. Training of employees and changing attitudes towards the service of servicemen must become a priority in the future to avoid similar situations.