---
title: "Monobank customer complained about operator and received iPhone: how Gorokhovsky reacted"
description: "A monobank customer publicly complained on social media about an inappropriate remark by a support operator. Co-founder Oleg Gorokhovsky verified the incident and promised to give him an iPhone."
date: 2026-09-29T10:32:00.000Z
lang: en
url: https://xab.info/en/posts/monobank-customer-complained-about-operator-and-received-iphone
tags: [monobank, oleg-gorokhovsky, threads, customer-service, ukraine]
publisher: "XAB.info"
---

# Monobank customer complained about operator and received iPhone: how Gorokhovsky reacted

![Smartphone and monobank logo against the background of social media discussion](https://xab.info/media/2026/09/29/klient-monobank-pozhalovalsya-na-operatora-i-poluchil-iphone/klient-monobank-pozhalovalsya-na-operatora-i-poluchil-iphone-1.webp)

## 🎯 Key Points

- A monobank customer accused a support operator of an inappropriate remark on Threads.
- Co-founder Oleg Gorokhovsky promised an iPhone for confirmation.
- Technical checks confirmed the customer's words despite the quiet audio.
- The bank admitted the error of a 7-year veteran employee, apologized, and will ship the gadget.

Modern social media and public platforms are increasingly becoming a tool for effectively resolving customer disputes with large businesses and banks. A recent incident involving one of Ukraine's largest neobanks, monobank, demonstrated how an open complaint on Threads could turn into an unexpected experiment with valuable gifts and serious personnel conclusions. The reason for the heated discussion was an appeal by a user under the nickname _mr.nikolaev, who publicly accused a support service employee of making an inappropriate remark about him during a phone conversation.

As details of the conflict emerged, the customer tried to get an official written response from the financial institution, but the process dragged on for more than a week. Having failed to receive a prompt reaction through standard communication channels, the man decided to bring the problem into the public sphere by appealing directly to monobank co-founder Oleg Gorokhovsky. At the initial stage, management treated the accusations with skepticism: Gorokhovsky publicly doubted that a qualified employee could allow herself to go too far, but promised to give the applicant an iPhone if an internal check fully confirmed his words.

### Incident verification and investigation results

To establish the truth, the bank's technical specialists had to use specialized software. The problem was that the employee's remark sounded much quieter than the main voice stream, making it difficult to make out during the initial listening of the audio recording. Nevertheless, an in-depth analysis confirmed the customer was right: although the operator did not address the man directly during the dialogue, she did indeed make an inappropriate remark about him while in a state of severe emotional stress.

According to Oleg Gorokhovsky, the employee at fault is a valuable and experienced specialist who has worked in the bank's contact center for about seven years. At that moment, she faced colossal emotional stress and simply could not cope with her emotions. Despite mitigating circumstances, the bank's management acknowledged the mistake, the co-founder apologized to the injured customer and confirmed his readiness to fulfill his promise — the man will be sent the promised iPhone in the near future.

### Contradictory data

The story caused a mixed reaction on social media and split users into two camps. On the one hand, some commentators defended the support service employee, pointing to the difficult working conditions in contact centers and the need to legally allow operators to respond to customers in kind if they behave inappropriately. Some users also openly criticized the decision to give an expensive gadget to the customer, arguing that such a precedent could encourage consumer extremism and send the wrong signal to the rest of the audience. On the other hand, banking professionals from other financial institutions supported monobank's approach, calling the public admission of mistakes and willingness to meet customers halfway a sign of the highest level of corporate culture.

## 🔍 Fact-Check Verification

- [Клиент monobank пожаловался на оператора и получил iPhone: как отреагировал Гороховский](https://styler.rbc.ua/ukr/people/klient-monobank-poskarzhivsya-operatora-ta-1790675901.html) - Оригинальная публикация Styler о конфликте в Threads и реакции Олега Гороховского.

## ❓ FAQ

### Q: Why did the customer turn to social media?
**A:** According to the customer, he waited for a written response from the bank for more than a week after the phone incident.

### Q: How did the bank verify the customer's words?
**A:** Monobank specialists had to use special software because the employee's remark was quiet.

### Q: What gift did Oleg Gorokhovsky promise?
**A:** The co-founder promised to gift the customer an iPhone if the inappropriate remark was confirmed.