Overview
- The Kyiv branch initially refused to issue a replacement card because photo verification required the recipient to hold the card by their face, and staff rejected assistance from another person.
- National Bank head Andriy Pyshnyi and PrivatBank retail chief Dmytro Musiienko visited veteran Ruslan Knysh in hospital on December 18 and handed him bank cards, with Pyshnyi offering a personal apology.
- PrivatBank pledged to fully cover Knysh’s treatment and prosthetics and to provide ongoing support.
- The bank began an internal review, announced staff retraining, and said it will create a dedicated hotline for veterans and people with disabilities, coordinating with the NBU and veteran organizations.
- Advocates say the case exposes how rigid anti‑fraud procedures can block access to state payments for severely wounded veterans, who often face months‑long waits for prosthetics.