Incident Details

A wounded Ukrainian soldier was initially denied a bank card from PrivatBank because he had lost both hands, according to a report by Ukrinform on December 18, 2023. The bank’s procedure reportedly required the soldier to physically hold the card and present it for a photograph.

“A person has no hands. No hands,no card,” stated olena Tolkacheva,who brought the issue to public attention.

Tolkacheva explained that bank staff refused to allow another person to hold the card on the soldier’s behalf, offering instead that he obtain a power of attorney and have the card issued in the name of his medical curator. This would have delayed access to crucial financial support for months, perhaps up to a year, while he awaits a prosthetic arm.

privatbank and National Bank Response

PrivatBank spokesperson Oleg Serga responded to the outcry, calling the incident “unacceptable.” He stated the bank is investigating how this occurred and will ensure all necessary cards are delivered to those entitled to them. Serga also pledged internal reviews to prevent similar situations in the future.

The Chairman of the National Bank of Ukraine,Andriy Pyshny,reacted strongly to the incident on Facebook, deeming it unacceptable and promising that appropriate action would be taken.Pyshny announced he would personally deliver the card to the soldier, along with an apology from the Ukrainian banking community.

Context: Support for Ukrainian Veterans

The incident highlights the challenges faced by Ukrainian veterans returning from the ongoing conflict with Russia. Financial support is critical for their rehabilitation and reintegration into society. Delays in accessing these funds can significantly impact their well-being and recovery. As of December 2023, Ukraine has allocated notable resources to veteran support programs, including financial aid, medical care, and psychological services. However, bureaucratic hurdles and logistical challenges can sometimes impede access to these vital resources.

According to the Ministry of Veterans Affairs of Ukraine, over 30,000 Ukrainian soldiers have been wounded in action since the start of the full-scale invasion in February 2022. The number of amputees is also substantial, requiring extensive prosthetic care and rehabilitation.

Implications and Future Steps

This incident has sparked a broader conversation about accessibility and inclusivity within the Ukrainian banking system. Advocates are calling for banks to review their procedures and ensure they are accommodating to individuals with disabilities. The National Bank of Ukraine’s intervention signals a commitment to addressing these issues and upholding the rights of veterans.

The inquiry by PrivatBank is expected to identify the specific failures in the process that lead to the denial of service. The bank’s internal review will likely focus on staff training and the progress of more flexible procedures for verifying identity and issuing cards to individuals with disabilities.