A woman visited the branch to request a statement for the past five years, which was needed for the recalculation of her pension as per a court decision.
The bank informed her that obtaining the statement would cost 100 UAH for each year of account history. However, when she proceeded to make the payment, she found that the bank was offering her an insurance policy that had not been mentioned before.
Despite her refusal to accept the insurance, she was unable to pay for the statement as expected and instead was handed a confirmation code for the insurance policy.
When she approached the payment counter, she attempted to pay the fee for the statement, but was told that she could not proceed with the transaction. The woman was frustrated by this experience, feeling that the bank was trying to deceive her into purchasing something she did not need.
She expressed concern that many elderly customers might not understand what was happening and could fall victim to deception, paying for unwanted insurance products.
