Tactically a letter in such terms could be quite damaging - it comes across as quite litigious. I would make no reference in your letter of claim to the amount of damages you are seeking, just mention damages for injured feelings.

Fair enough... slightly bizarre though I think that quoting the letter of the law would be considered damaging, but I'll change it. I would have thought that saying what you want would be helpful but I don't know the CPR and so on with this, it's rather different to copyright cases where you definitively state the level of damages you require and explain why.

Hi,

Ae there any updates from the OP regarding what happened?

Mt

Hmmm I made a post but it seems to have vanished. They have changed their letters and paid me money.

Hmmm I made a post but it seems to have vanished. They have changed their letters and paid me money.

Oh this is very good news - I will amend your thread title to reflect this is now resolved.

To bump this up... the bank has failed.

I'm still hard of hearing. I just had money stolen from my credit card account. On Monday I spent an HOUR in the bank trying to deal with this as I can't use a phone during which time they couldn't even give me the same staff member... three people had to deal with it because it took so long and each time I then had to explain to the next person what the previous person had done.

The bank said they would freeze the transaction. They have not. They also said they would write to me, and now I am getting calls from the fraud prevention team. Calls. Despite having told the bank on numerous occasions I can't hear and being told they wouldn't call me but would write.

At the end of my tether, so a formal Letter Before Claim is going out now. How does anyone I wonder actually deal with this if they are hard of hearing, the entire fraud thing is telephone only?

To bump this up... the bank has failed.

 

I'm still hard of hearing. I just had money stolen from my credit card account. On Monday I spent an HOUR in the bank trying to deal with this as I can't use a phone during which time they couldn't even give me the same staff member... three people had to deal with it because it took so long and each time I then had to explain to the next person what the previous person had done.

 

The bank said they would freeze the transaction. They have not. They also said they would write to me, and now I am getting calls from the fraud prevention team. Calls. Despite having told the bank on numerous occasions I can't hear and being told they wouldn't call me but would write.

 

At the end of my tether, so a formal Letter Before Claim is going out now. How does anyone I wonder actually deal with this if they are hard of hearing, the entire fraud thing is telephone only?

Could you use a textphone / Minicom?

http://www.textrelay.org/index.php

Does the bank offer Minicom support?

http://www.actiononhearingloss.org.uk/~/media/Files/Factsheets/Equipment/pdf/TextphonesJuly2013.ashx

Could you use a textphone / Minicom?

http://www.textrelay.org/index.php

 

Does the bank offer Minicom support?

 

http://www.actiononhearingloss.org.uk/~/media/Files/Factsheets/Equipment/pdf/TextphonesJuly2013.ashx

You want me to pay for a telephone line, just so I can use a minicom to communicate with my bank? I have a mobile phone. I have email. I have a postal address. I have instant messaging. They know I'm hard of hearing. How does a minicom help with their automated call system and robot messages? Can it translate them?

You want me to pay for a telephone line, just so I can use a minicom to communicate with my bank? I have a mobile phone. I have email. I have a postal address. I have instant messaging. They know I'm hard of hearing. How does a minicom help with their automated call system and robot messages? Can it translate them?

All the bank is required to do under disability legislation is make "reasonable adjustments "

Text Relay doesn't require you to have a phone line.

http://www.textrelay.org/what_you_need.php shows you can use a PC, over the Internet

Would this be a solution that would help with communicating with other utility / service providers too ? As well as the bank?

Would it help you help yourself? (Have you spoken to Action on Hearing Loss? Both about the bank but also options to help with communicating with other organisations?.)

The Bank should do their bit to help but you can also help yourself instead of expecting the bank to do "all the running" / "shooting down" contributors without fully considering their contributions.

I'd be angry too, if I had a disability and had been treated as you have. The issue becomes if you want to turn that anger into looking for solutions or telling people that you won't consider any solution other than the world revolving around you.

Text Relay (including on a PC via the Internet) would help with their IVR systems. : the operator relaying what they hear into text for you types the options and you can choose the relevant one.

This wouldn't stop the bank being stupid and calling you, sending letters insisting you call them by phone, or insisting on you speaking to them by phone, but it would then give you a means by which to do so, at no extra cost ......

Thanks for the suggestion, I've installed text relay. That's very useful, although as you say, it doesn't help with my utterly incompetent bank who agreed to undertake something in writing, and then broke their own undertaking when I became a victim of crime. That's what I'm proceeding against them for - breach of undertaking