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In the eyes of ordinary people, applying for a credit card has long been an easy, convenient and fast thing, but for some special groups, they may face difficulties that you and I can't imagine.
The protagonist of today's story, Mr. Hou, is a blind man living in Hengyang, Hunan Province, and when he applied for a credit card, he had to seek help from the local People's Mediation Committee for Financial Consumer Disputes because of the bank's rigid procedures.
Case review
In March 2020, with the help of his colleagues, Mr. Hou applied for a credit card from a bank online. On the 6th day after passing the preliminary examination of the network, he went to the nearby business office to go through the identity verification and formalities according to the bank's notice.
Anyone who has ever had a credit card knows that the bank will issue a lot of slips for you to sign. People often don't look at it, and sign their name directly in the place where the customer signs and confirms - it's all standard terms anyway, and it's useless to read it, unless you don't want to do it yourself.
However, Mr. Hou is a blind man, and he can't sign on that pile of documents like ordinary people.
The staff of the bank said: "There is a process for applying for a credit card, and if we can't sign it, we can't accept it." ”
Mr. Hou said: "I am blind and I really can't sign the slip, can you make a difference?" ”
The bank staff said after consulting their superiorsAccording to the current rules and regulations, if you do not sign, you will not be able to accept the application for a credit card
Mr. Hou was very emotional after hearing this: "Blind people are not human beings?!" You talk to me about the rules and regulations, which system says that blind people can't use credit cards? ”
The bank staff insisted that they could only do things according to the system and process, and the two sides broke up unhappily.
It's too much of a bully! After Mr. Hou went back, he was angry and aggrieved.
The more he thought about it, the more angry he became, and after being instructed by others, he went to a people's mediation committee for a financial consumer dispute in Hengyang City to apply for mediation over this dispute.
After accepting the case, the mediation committee obtained the consent of Mr. Hou and the bank and appointed Zhang San, an experienced mediator, to mediate.
After receiving the task, Zhang San first communicated with Mr. Hou in detail to understand the specific facts of the case, and then visited the bank on the spot to investigate and verify the case.
After ascertaining the basic facts, in April 2020, Zhang San organized the first face-to-face mediation between the two parties. Considering that Mr. Hou was blind and had difficulty traveling, Zhang San carefully arranged the mediation location in Mr. Hou's company.
During the mediation process, the bank not only said that it did not comply with the credit card application procedures without his own signature, but also said: "Even if it is done for you, you will have to sign and confirm every time you swipe the card in the future." There is a great risk of not being able to sign normally, you are vulnerable to telecom fraud, and we are also for your good! ”
After hearing this, Mr. Hou was furious: "Although my eyes are blind, my heart is not blind!" Why am I so susceptible to telecom fraud? The risks you are talking about, that's my own business, you don't have to worry about it! ”
Seeing that Mr. Hou was too emotional, Zhang San decisively stopped the mediation.
Two days later, Zhang San organized an on-site communication and mediation meeting again. This time, in order to protect Mr. Hou's legitimate rights and interests, he also specially invited the staff of the Hengyang Disabled Persons' Federation to participate in the mediation.
During the mediation, Zhang San solemnly pointed out that in accordance with the provisions of relevant national laws, banks should treat customers equally and should not have any discriminatory behavior. The current credit card issuance regulations are only from the perspective of healthy people, and do not fully take into account the needs of special groups such as the blind. For vulnerable groups such as special groups, it is necessary to empathize with them and provide convenience for them from their point of view, so as to be regarded as "equality" in substance.
Zhang San suggested that a bank should "handle special matters" to provide special services for the disabled, and adopt a method suitable for blind people to carry out identity verification for credit card processing.
Seeing that Zhang San was so well prepared, and everything was reasonable, the bank softened and expressed its willingness to accept the mediation proposal.
Mediation Outcome
Under the auspices of the mediator, the two parties reached a mediation agreement: the bank used audio and video recordings to conduct identity verification, and Mr. Hou dictated that his application for a credit card was a manifestation of his true will, and that he was willing to comply with the relevant regulations, and fulfill the obligation to use the card safely and repay the loan on time.
At present, Mr. Hou has applied for a credit card and is using the card normally. Case Analysis
According to the relevant provisions of the Commercial Bank Law, financial institutions shall abide by the principle of equality and treat all financial consumers equally in their trading activities, and shall not discriminate against them. Financial institutions should strengthen the concept of "finance for the people", pay close attention to the financial needs of vulnerable groups such as persons with disabilities, improve the availability of financial services, and provide safe, convenient, high-quality, efficient and humanized financial services while strictly implementing the requirements of regulatory regulations.
When financial consumers encounter unfair treatment, they should protect their legitimate rights and interests through legal channels in a timely manner. Friends here, what do you think of the bank's approach? Welcome to leave a message in the comment area to discuss.
Disclaimer: The story is based on a real caseNames have been changed. The article is intended to popularize the law, and the pictures come from the Internet. If there is any infringement, please contact us to delete.
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