in January I decided to start depositing my checks from my freelance work through mobile banking. Up to this point I was going into my local branch and making those deposits bimonthly. But it was time for change, to stretch myself and learn something new. In the past I did very little financial transactions on my smartphone and was not familiar with mobile banking. Flicking, swiping and tapping on apps is just not my thing especially when it comes to dealing with money. But after downloading the bank’s app, I found it rather simple and straightforward. I got excited thinking this was going to be easy and that I should have done this a long time ago but I soon realized I was wrong.
After logging in, I went to my account and selected the “deposit a check” option. I had already written that information on the back of the check and got it ready for the camera. This is when the challenges began. The first problem was that the part where you type in the deposit amount did not speak with Voiceover Command. Voiceover is the accessible feature in my iPhone that allows me to use my phone since I am blind. As a result, I had no idea of what amount I was typing in the box until I went to the next screen only to discover that I typed the amount in wrong. I went back to the screen and typed in the correct amount. This is a major problem because you need to know if you are depositing one dollar or multiple dollars. Once I got that corrected, I tapped the button to take a picture of the front of my check and tried to position the camera. But I kept getting errors telling me to place the check on a dark background and/or add light.
Feeling very annoyed and frustrated with this I called the bank on my landline and worked with a representative in the mobile banking department. She gave some tips for the scanning of the check which I followed but it still didn’t work. I told her I would have a sighted friend to assist me and follow up. When my sighted friend came to help, she saw the issues that I was having and agreed with me that the app had some accessibility problems. She told me that there was enough light and the check was laying on a dark background so she was perplexed about the errors. We both finally gave up and I turned off Voiceover and let her deposit the check on my behalf.
The next time I got paid I tried again and got the same error messages. But this time we are deep in the midst of the coronavirus and my bank has closed the lobby except for appointments only and drive thru. So, I made an appointment and saw the branch manager who watched me try yet again to deposit this check. He observed the inability to hear the dollar amount and agreed with me. He also saw how the error messages kept popping up about the dark background and lack of light. He reassured me that there was plenty of light in his office and that his desk was dark. so, he was puzzled why the app was giving that kind of message. After several attempts I gave up and had him deposit my check.
When this problem occurred in January, I filed a complaint immediately with the mobile banking department. They responded too fast to tell me that the app was accessible. I was very annoyed and irritated because I knew that was not true. After 20 years of blindness I have gotten replies like this before where people quickly tell me that things are accessible to the blind when they are not. I have learned to push back and use my advocacy skills. I explained to the mobile banking department that I couldn’t hear the dollar amount and there were problems with scanning the check. I also shared that there are buttons on the scanning screen that don’t respond when Voiceover is turned on. I told them that I even went into a branch and worked with a bank employee who saw me try and use the app and saw that it wasn’t working properly. I even went as far to ask did they ever have blind or visually impaired people help test the app before they launched it?
Not to be outdone, I even tried my credit union’s mobile app and had similar problems too. I was able to hear the dollar amount but again the scanning process for the check didn’t work. After all of this you might be thinking, “Maybe something is wrong with your iPhone?” Well, I thought that too. But my iPhone is only a year old. It is a fairly new model and has the latest software downloaded on it. I also reached out to Apple disability tech support and did a screen share to look at my camera settings. I explained to them the problems I was having with mobile banking and they reassured me that the issue was not with my phone.
So, what happens now? Good question. It is the end of April and I am still working on my complaint with the bank but in the meantime, I am using Lyft to ride and go through the drive thru. Just this week I left my home wearing a facemask and gloves riding in a Lyft car to the bank. I am also continuing to talk with my freelance client about electronic payment alternatives. As a contract employee I have shared my struggles with getting to the bank and my concerns especially that we are in the midst of a pandemic. They have heard me and other freelancers and are working on a better solution.
I believe in advocacy and speaking up for myself. Even if I don’t get an immediate resolution to my problem my voice has been heard. It can be frustrating, annoying and exhausting but there is power in speaking up and speaking out.