Something happened to me a few days ago, and I’m still furious about it. A couple of my friends have already had this earful – and to you, I definitely apologise
– but I think it’s an important topic and thus it’s going to be my topic for this week.
As some (possibly most?) of you know, I’m hearing-impaired. This has a few implications for me: a) I wear a hearing aid and b) it’s hard for me to use the telephone. There are other things that I get squicky about, but they’re outside the bounds of this post (and might be discussed in a later post…).
Anyway. A couple of days ago I accidentally locked myself out of my online banking account by forgetting my password a few times more than necessary. In my defense, it was late at night, I was tired, and I’d been typing in Russian a few moments before. Hah. So what you’re meant to do is phone an 0800 number, and a call centre will reset your password, all from the comfort of your desk. Except…. I can’t use the phone. Cue problem. I sent an email off to an email address provided by the bank, and sat back and hoped they’d reply quickly.
As it happened, I had a gap between lectures the next day, so I hived off to the actual physical bank. Happily, they were wonderful. I can’t praise them enough. They weren’t sure what to do themselves, so they spent time phoning the call centre and talking to the managers there to try and work out a way of resetting my password. A little over an hour later, I had a new password and had gone off, happy.
That night, however, I received an email in response to my one, of the night before. Before I continue, I want to say that I’m glad they replied, and I’m glad they made an effort to find some answer to my query. Unfortunately, it didn’t really work.
There were two things I took exception to in this email. The first is what seemed to be a fundamental misunderstanding of my situation. The email stated that “if the matter is urgent, please call the Contact Centre on 0800 — —.” Never mind that in my email, I’d stated explictly that I can’t use a phone: “I am hearing-impaired and will not be able to hear you if I phone 0800 — — like the error message says.” It feels similar to someone saying, “Everyone here is green.” and me saying, “No actually, I’m blue.” and then hearing them say, “No no no, you’re green. See? You’re green. This is green. GREEN!” Wow. Maybe people just don’t notice, but that feels seriously insensitive.
The other thing I seriously did not like was a link that was included in the email, here. These are phones that work by having the hearing person speak into it as per usual, it being routed through to another person who types out what the first person says, and then it shows up on the hearing-impaired person’s phone as text, on a special screen. Bleugh. But according to the writer of the email, I can use one of these to talk to people. What she didn’t realise is that I might be hearing-impaired, but I don’t have one of these phones, aaaaand… I have no intention of getting one. It feels that she thought that every hearing-impaired person owns one of these. The fact is, I don’t own one because I think they’re weird, and aren’t going to help me personally that much. The reason I felt so offended was that she seemed to assume that all hearing-impaired people by default use one of these.
I think two things about that last point annoyed me: 1) “all hearing-impaired people are the same.” Truth is, there are a huuuuuge number of conditions and random things that cause hearing-impairment and deafness, and what one person experienced may be hugely different to what another person experiences, even if they both have the same level of hearing loss. So don’t come around trying to tell me that “ohh, you lipread, don’t you? And you sign, right? I know someone else who’s hearing impaired, and they do both!” *happy nod* LOL, no. No I don’t, just as no, I don’t want to use a Relay phone. The other point is, b) some people may use Relay phones, some people will not want to. I, personally, don’t. Yes, maybe this makes life a little more difficult for me; yes, maybe this makes it a little more difficult for people to contact me, but to be honest? It’s my choice, whether to use a Relay phone or an amplifier on my usual phone or nothing at all.
I got annoyed about this because I felt that it was yet another example of people not understanding and thinking they know better than myself about my own hearing impairment. I appreciate the sentiment behind the email, but.. Ignorance, please.



