This archive report was first published on 5 July 2019.
Published on July 5, 2019, a report highlighted the struggles of blind and deaf investors in accessing financial services from banks and fund firms.
According to My Blind Spot's Mr. Rizzi, customer service help desk personnel often lack training in inclusion, digital equity, and the tools used by the disability community to navigate digital platforms, resulting in a dead end at the first point of entry.
Vanguard's accessibility office, managed by Amber DeRosa, has taken steps to address these issues. Their phone associates are trained to handle questions from blind clients and deaf customers, and they can connect customers with Vanguard's accessibility team. The company's first accessibility website went live at the end of May.
However, some blind Vanguard investors reported difficulties making independent stock trades online and having to call customer service, which often carries a higher transaction fee. Ms. DeRosa stated that Vanguard would waive any fees resulting from accessibility problems.
Fidelity, on the other hand, has about 200 retail locations equipped with Video Relay Interpretation services, allowing American Sign Language interpreters to be summoned within a minute to assist. However, Mr. Kramer reported issues with 401(k) account call centers, including a recent incident where a video call was refused and the client was required to verify their identity in person.
