Handelsbanken requires 96-year-old to travel from Åland to Stockholm for new bank-ID

Handelsbanken blocked 96-year-old Yvonne De Geer Hancock's bank-ID, requiring her to travel from Åland to Stockholm to regain access to her pension account. Her son managed her accounts and logged in with her bank-ID, prompting the bank to block it, citing rules against others using a customer's security solution. Yvonne uses a walker, and her expired passport prevents remote reissuance. Handelsbanken cites its duty to protect customer assets. The bank promised a new card and power-of-attorney forms, but no bank-ID solution. Yvonne has been a customer for 60 years; her doctor called the trip grotesque. Her son highlights digital exclusion.