I am an interpreter for VRS (can't say which one) and I have noticed the change in Wells Fargo policies. I get so frustrated too! I am also a Wells Fargo customer myself. In my position, I can't do anything about it, but YOU CAN! Please consider taking this up with the Dept of Justice (DOJ) in the Fed Govt and file an ADA discrimination case.
Companies need to be made aware that VRS calls are different than TTY or IP relay calls. Anyone can type and so it is easy for anyone to use relay to place fraudulent calls. They have ruined it for those who legitimately need to use a relay service. But many companies fail to realize that VRS is different because someone would have to actually be fluent in ASL to use it. Wells Fargo (and a few other banks as well) have tried to solve the problem by getting rid of relay by providing a TTY line, where TTY users can call directly to a WF rep who has a TTY. But most deaf people who use VRS have gotten rid of their TTYs and so no longer have access to telephone banking services with those banks having this new policy.
I would suggest that you ask that Wells Fargo do one or more of the following to fix this situation:
1. Allow VRS relay calls, but not any other kind. (No typing based relay calls)
2. Give deaf customers the option of filling out and signing a form which will be kept in their file giving banking reps permission to accept relay calls from that particular customer.
3. Set up their own VRS call center. This is probably too expensive, though. They would have to hire interpreters to staff it.
Whatever they do, they need to do something! YOU have the power to ask Wells Fargo (and other banks) to change their policies. Don't just complain or take your business elsewhere. Make a difference for the Deaf Community! Stand up and say something!
We VRS interpreters are behind you!
XD