How to Make Payments in American Sign Language

Getting Help in ASL When You Pay Your Bills

If you are Deaf or hard of hearing and use American Sign Language (ASL), you have the right to communicate with your utility company, credit card issuer, or loan servicer in ASL during payment conversations. This is not a special program you have to request separately — it is a legal requirement under the Americans with Disabilities Act (ADA). Most major billers now offer video relay services (VRS) or video remote interpreting (VRI) so you can sign with a real interpreter while you handle your account.

The way this works depends on which company you are calling and what you need to do. Some let you schedule an interpreter ahead of time. Others connect you to an interpreter immediately through video. A few still require you to arrange your own interpreter, though this is becoming less common. Knowing which method your biller uses — and how to request it — means you can pay bills, dispute charges, or ask questions without struggling through a phone call or relay service.

Key Takeaways

• Video relay services (VRS) and video remote interpreting (VRI) let you sign with a real interpreter while talking to your biller, and most major companies now offer this at no cost to you.
• You can request an interpreter before you call, or use one immediately through video if your biller has that option available.
• If your biller does not offer VRS or VRI, you can use a third-party relay service or bring your own interpreter, and the company must accommodate you.
• Tell the biller upfront that you need an interpreter — do not wait until you are already on the call to mention it.
• Your state relay service is always available as a backup, even if a company says it does not offer interpreting.

Video Relay Services (VRS) vs. Video Remote Interpreting (VRI)

Video relay services (VRS) are telephone relay services run by companies like Sorenson, Convo, or Purple Communications. You sign to an interpreter on your computer or phone, and the interpreter speaks to the biller on your behalf. The interpreter can see your face and hands the whole time, so they understand context and can ask clarifying questions. VRS is free to you because the FCC regulates it and requires phone companies to fund it. You can use VRS anytime — it is not just for bills, but for any phone call you need to make.

Video remote interpreting (VRI) is similar but different: the biller themselves provides the interpreter through a video call. You sign directly to the interpreter, who is on screen with you, and they relay what you say to the biller's representative. VRI is usually faster than VRS because there is no middleman — the interpreter is already connected to the company. Many utilities, credit card companies, and loan servicers now offer VRI as part of their ADA compliance. It is also free to you; the company pays for it.

For most payment situations, VRI is faster if your biller offers it. For anything else — a question about your account, a dispute, scheduling a technician — VRS works just as well and is always available. If you are not sure which your biller uses, call their main line and ask for the ADA or accessibility department.

How to Request an Interpreter Before You Call

The best approach is to request an interpreter before you need to make the call. This gives the biller time to set up the video connection and have an interpreter ready. Most large utilities, credit card companies, and loan servicers have an online form or a dedicated phone number for accessibility requests. Look for a link on their website that says "accessibility," "ADA," "relay services," or "TTY." If you cannot find it, call their main customer service line and ask to be transferred to the accessibility department.

When you contact them, tell them: the date and time you want to call, what you need to discuss (paying a bill, asking about a charge, etc.), and that you need a video interpreter in ASL. Some companies ask you to request this 24 hours in advance; others can set it up within an hour. Write down the name of the person you spoke to and the time you requested the interpreter. When you call back at the scheduled time, mention that you already requested an interpreter and give them the details.

If the company does not have a way to request an interpreter ahead of time, you can still ask for one when you call. Tell the representative immediately: "I use American Sign Language and need a video interpreter." They should connect you to VRI or help you set up a VRS call right then. If they say they cannot do it, ask to speak to a supervisor or the accessibility department — they have the authority to make it happen.

Using Your State Relay Service for Payments

Every state has a relay service that is free and available 24/7. You can use it to call your biller anytime, even if they do not offer VRI. The relay operator will relay your conversation back and forth. This is slower than VRI or VRS because the operator has to repeat everything, but it works and it is always there.

To use relay, dial 711 from any phone (or use the relay app on your smartphone). Tell the relay operator the phone number you want to call and that you are Deaf and use ASL. The operator will connect you, and you can sign to them while they speak to your biller. When the biller speaks, the operator will relay their words to you in sign. It takes longer than a regular call, but you have full control and the operator is trained to handle financial conversations.

Some states also offer video relay through their state relay service, which works like VRS — you sign to an interpreter on video instead of typing or using a TTY. Ask your relay service if they offer video relay in your state.

Bringing Your Own Interpreter to a Payment Call

You have the right to bring your own interpreter — a friend, family member, or professional interpreter you hire — when you need to discuss your account. The biller must allow this. Tell them ahead of time that you will have an interpreter present, so they are not surprised when a third person is on the call.

If you use a professional interpreter, you pay them directly (rates vary by region, usually $25 to $75 per hour). Some community organizations, vocational rehabilitation agencies, or Deaf service centers offer free or low-cost interpreting for financial matters. Call your local Deaf service center or ask your state vocational rehabilitation office whether they can connect you with an interpreter.

The downside of bringing your own interpreter is that it takes planning and sometimes money. The upside is that you get someone you trust and who knows your situation. For routine payments, VRS or VRI is usually faster. For complex account issues or disputes, having your own interpreter can be worth the extra effort.

What to Do If a Biller Refuses to Provide an Interpreter

If a company says they cannot provide an interpreter or that you have to pay for one yourself, that is a violation of the ADA. You have the right to communicate with them in ASL at no cost to you. Document what happened: write down the date, time, the name of the representative who refused, and exactly what they said. Then contact the company's accessibility or ADA department in writing (email or letter) and explain what happened. Most companies will correct the problem immediately once they realize it is an ADA issue.

If the company does not respond or continues to refuse, you can file a complaint with the Federal Communications Commission (FCC) if it is a phone or relay service issue, or with the Department of Justice (DOJ) if it is a broader ADA violation. You can also contact your state's disability rights organization, which often handles ADA complaints for free. The process takes time, but companies take these complaints seriously.

Payment Methods That Work Well With ASL Communication

Some payment methods require less back-and-forth conversation than others. If you set up automatic payments (autopay) through your biller's website, you can handle the whole thing in writing — no phone call needed. You sign into your account, enter your payment method, and set the date. This works for utilities, credit cards, loans, and most subscription services.

Online bill pay through your bank also works without a phone call. You log in, enter the biller's information, and schedule the payment. The money moves through ACH (automated clearing house) and arrives in a few business days. For questions about whether a payment went through or to dispute a charge, you would still need to call the biller, but the payment itself is silent.

If you prefer to call and speak to a representative — to ask questions, negotiate a payment plan, or discuss your account — that is when you use VRS, VRI, or relay. The point is: you have options. Use the method that works best for you, and know that when you do need to call, you have the right to an interpreter.

Frequently Asked Questions

Do I have to tell the biller I use ASL, or can I just request an interpreter when I call?

You can do either. Telling them ahead of time is faster because they can have an interpreter ready. But if you call without warning and ask for an interpreter, they must provide one — do not let them put you on hold or transfer you around. Say clearly: "I need a video interpreter in American Sign Language right now."

Is video relay service (VRS) the same as the old TTY relay?

No. TTY relay required you to type everything, and the relay operator would read your words aloud. VRS lets you sign to an interpreter on video, which is much faster and more natural. If you still have a TTY, it still works, but VRS is better for most situations. You can use both — they are both free.

What if my biller says they only offer relay through a third-party company I have never heard of?

That is fine. As long as it is a real relay service (VRS, VRI, or state relay), it will work. If you are not sure whether it is legitimate, ask the biller for the company name and website, then check it. Major VRS providers include Sorenson, Convo, Purple Communications, and CSD (Communications Services for the Deaf). Your state relay service is always an option too.

Can I use an interpreter for a payment dispute or to negotiate a lower bill?

Yes. You can use an interpreter for any conversation with your biller — paying a bill, asking about a charge, disputing an error, or asking about a payment plan. The interpreter is there to help you communicate, not just to handle routine calls. If you need to have a serious conversation about your account, using an interpreter is often a good idea.

Do I have to pay for video remote interpreting (VRI) if my biller offers it?

No. VRI is free to you. The biller pays for it as part of their ADA obligation. If anyone tells you that you have to pay for an interpreter to communicate with a business, that is wrong. The only time you pay is if you hire your own interpreter outside of the company's system.