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Safe Deposit Assistance for Blind Customer

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Question: 
We have a blind customer that is in one of our offices by herself. She is requesting access to her safe deposit box. In the past she has had a family member with her and now she is alone. She is asking for help and requesting that a bank employee assist her. We are not comfortable with this even if we used two people. Can you please advise. The office is in New Jersey.
Answer: 

Regardless of what state you are in, I agree that it's not a good idea. Your employees may be unwilling to do it even if they are directed to. My employer is not in a position to require me to do something with one customer that it prohibits me from doing with all other customers. The risk of an accusation of missing property would be leveled at me as well as the bank.

I genuinely dislike that response, but I'm stuck with it.

A quick search located the Commission for the Blind and Visually Impaired in New Jersey. I'm sure they have dealt with this problem. See if they would provide a person who would accompany your renter as a "guest" subject to identification just like any other person entitled to access.

First published on 05/19/2014

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