Magic Online Banking

Relay Calls

Overview

Telecommunications Relay Service (TRS) is a free nationwide system which uses communications assistants, or relay operators, to serve as intermediaries between people who have hearing or speech disabilities using a text telephone (TTY) or text messaging. The communications assistant tells the telephone user what the other party is typing, and types to tell the other party what the telephone user is saying.

Video Relay Service (VRS) is a free, subscriber-based service for people who use sign language and have video phones, smart phones or computers with video communication capabilities. For outgoing calls, the subscriber contacts the VRS sign language interpreter who places the call and serves as an intermediary between the subscriber and a person who uses a standard voice telephone. The interpreter tells the telephone user what the subscriber is signing, and signs to the subscriber what the telephone user is saying.

Policy Statement

TheBANK of Edwardsville will accept all Telecommunications Relay Service (TRS) and Video Relay Service (VRS) calls from customers or members of the public with disabilities who use a telecommunications relay service. Relay calls will be treated in the same manner as other calls.

Procedures

1. Relay calls will be handled directly, just like standard voice telephone calls, and should not be transferred elsewhere for handling.
2. A customer using the TRS or VRS service to access their account information is not required to sign any authorization forms, waivers, or other documentation unless it is something required of all customers.
3. Bank staff should follow our standard Caller Identification Procedures to protect information conveyed to customers with disabilities through relay calls in the same manner as we do for standard voice calls.

Contacts

Any individual with a hearing or speech disability experiencing difficulty contacting TheBANK of Edwardsville via relay call to access account information can contact Donna Mizerski at 618-659-6211 or dmizerski@4thebank.com, or Nancy Lopez at 618-659-4336 or nlopez@4thebank.com for assistance.