September 3, 2009
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News: Customers With Disabilities See Justice
New York's Attorney General and HSBC Card Services, a major issuer of credit cards, has come to an agreement that sets a precedent in the financial industry. Terms of the agreement mandate that HSBC upgrade its web site to provide services that accommodate individuals with vision and hearing disabilities. The services must make available all notices, forms, and statements in a format that is accessible to credit card customers with vision and hearing disabilities. The upgrade must also include the capabilities for these customers to dispute credit card transactions and obtain adequate customer service. Attorney General Andrew Cuomo stated that "Failing to provide customers with a way to use services or receive assistance regardless of disability is discriminatory and illegal" and he was pleased with the expedient and prudent action with which HSBC acted to resolve the issue.
Legal action against HSBC Card Services was sparked when a credit card customer in New York notified the banks customer service department to report an unauthorized transaction on her card statement. The customer, who is blind, was told by the customer service representative that she must first complete a written form before any action could be taken. The customer explained more than one time that she was blind and ask if the agent would fill the form out for her. The customer service agent refused. The customer asked the agent if she had ever heard of the Americans with Disabilities Act (ADA) to which the agent replied no. During the investigative process, the Attorney General’s office found that HSBC's training pertaining to accommodating credit card customers with disabilities as inadequate. One of the conditions of the agreement addresses training and requires HSBC to train customer service agents in the Telecommunications Relay Service, TDD/TTY, for customers with hearing and speech disabilities.
The agreement will also require HSBC Card Services make reader services toll-free for all credit card customers with visual impairment. Additionally, HSBC must design clear and uniform management procedures in handling, monitoring, and reviewing responses to accommodation requests.