A customer sued Kyivstar for ₴50 million over the blocking of her phone number, but the court dismissed the case
The Shevchenkivskyi District Court of Kyiv heard a lawsuit filed by a subscriber against Kyivstar PJSC, in which she sought over 50 million hryvnias in compensation for emotional distress and an additional 584,000 hryvnias for financial losses.
The woman claimed that the operator had switched her number to a contract service plan without her knowledge, and that the number was subsequently blocked, allegedly causing her to lose the opportunity to receive financial assistance from the UN.
She also demanded a return to the previous tariff terms and substantial compensation for emotional distress (50 million hryvnias).
The company denied the allegations and stated that back in 2023, the customer agreed to switch to a contract plan, confirmed this with a one-time password and personal data, but failed to complete the mandatory identification process within 30 days. After that, the number was temporarily suspended and subsequently blocked.
The court ruled in favor of the operator and dismissed the claim in its entirety.
The ruling states that the operator is responsible for the quality of services but is not liable for indirect damages (lost profits); lost profits must be proven as actual, expected income, not hypothetical losses, and the plaintiff failed to establish grounds for compensation.
The court found the operator’s actions to be lawful and the claim for 50 million hryvnias in moral damages to be unfounded.
As a reminder, Kyivstar is gradually phasing out outdated services and will completely discontinue the “Mobile Payment” service as of July 1, which was previously used to top up accounts via USSD and phone calls. The company explains this by noting that subscribers have long since switched to modern digital payment methods, and the old tools have become obsolete.
Kyivstar announced the launch of official sales of Starlink satellite internet services for business customers and government agencies in Ukraine. The company positions the new service as a solution for ensuring stable connectivity in challenging conditions.
