We accept calls from the universal 711 number for Telecommunication Relay Calls. Consumers and customers can dial 711 to be automatically connected to a TRS communications assistant. It's fast, functional and free. Dialing 711, both voice and TTY-based TRS users can initiate a call from any telephone, anywhere in the United States for speech, hearing, or vision assistance.
What is relay service?
- A Telecommunications Relay Service (TRS) allows persons with hearing or speech disabilities to place and receive telephone calls via a text telephone (TTY) or another device.
- TRS is available in all 50 states, the District of Columbia, Puerto Rico and the U.S. territories for local and/or long-distance calls.
When dialing 711:
Mechanics of a TRS Call
- The relay service agent will ask if you are familiar with relay calls.
- They will explain the process and guide you through it, as well as ask you questions related to the type of assistance needed.
Types of TRS calls
1) TTY (Text, Telephone, Typewriter)
- Type your message.
- Relay agent reads it.
- The associate speaks to you.
- The relay agent types the associate’s response.
2) Voice Carry Over
- You speak, then say, “Go ahead.”
- The associate speaks to you, then says, “Go ahead.”
- Relay agent types messages back and forth between you and the associate.
3) Hearing Carry Over
- You type your message.
- Relay agent reads message to the associate.
- Associate speaks to you, and then says, “Go ahead.”
4) Speech to Speech
- You speak to the associate.
- Relay agent repeats your words, as needed.
- Associate speaks to you.
5) Tele-Braille
- Associate speaks to you, then says, “Go ahead.”
- Relay agent types the associate’s words.
- You type your response.
- Relay agent speaks to associate.
6) Captioned Telephone (CapTel)
- You speak to the associate.
- Associate speaks to you while a captioner transcribes the words for you.
- You speak to the associate.
Our IVR (Interactive Voice Response) platform provides customers with important account information such as pre-boarded application status, as well as post-boarded loan information.
The IVR system has push-button and voice recognition capabilities which are compatible with third parties and auxiliary aids for those requiring real-time communication assistance.
Other Accommodations
Our customers also have access to our digital Chat platform through our website. This provides customers with access to engaging with our associates for assistance without having to call us. The entire interaction is typed in by you and our digital chat associates.
Customers can self-service by utilizing our Chatbot, from our website. Our chatbot can provide answers to most general questions. When our chatbot doesn’t have the answer, you can be transferred to a live chat agent during business hours. In chat we’re available Monday through Thursday from 8:00 am–9:00 pm, Friday 8:00 am–7:00 pm, and Saturday 9:00 am–6:00pm ET.
Our card customers can request large print statements for their account.
We may also flag accounts with an accommodation notification, so that agents are aware of when an accommodation may be needed. Accommodation requests can be placed on a customer’s account at the request of the customer at any time.
For customers that speak a different language other than English, our associates can use the language line to reach an interpreter.
For information regarding accessibility to our website and language assistance for New York Residents, please visit https://www.bestegg.com/accessibility/.