Accessibility

At VirtualBank, we’re committed to providing superior service to all of our clients. For clients who may need special services to access our products or services, we have a number of solutions in place to provide or improve access. Our solutions are designed to assist with product and service delivery online and by telephone. We work hard to provide our services in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. Our bankers are also ready to provide assistance upon request.

Online

VirtualBank is committed to providing a website that is as accessible as our branches. Our goal is to comply with Web Content Accessibility Guidelines (WCAG) as published by the Web Accessibility Initiative (WAI) of the World Wide Web Consortium (W3C).

Telephone

Text transmitter equipment available. Our Customer Service Department accepts calls using text transmitter equipment. Deaf or hearing impaired clients, or those with speech disabilities, may contact Customer Service via TDD at (800) 334-9765 to ask about access to VirtualBank products and services. Our customer service team can also assist relay service operators.

Telephone Transfer Service. We offer a telephone transfer service so clients can transfer funds to and from VirtualBank accounts, conduct balance inquiries, request stop payments and more.

Customer Service for Disabled Persons

For the deaf, hearing or speech impaired: Along with our TDD line and relay service operator assistance at Customer Service, we will communicate in our branches by exchanging notes if the client is comfortable with that approach. Alternatively, if feasible, we will attempt to provide a sign language interpreter for more complex situations on a case-by-case basis.

For blind or visually impaired persons: Customer Service will assist these clients in reading and completing basic documents and forms upon request and, if possible, make copies of basic documents in enlarged print, as needed. Upon advance request, we can provide regular copies of cancelled checks in large type.

Additional Accommodations for Disabled Persons

Some persons may have other disability-related needs. We review individual requests related to special needs on a case-by-case basis and always seek to provide reasonable accommodations.

Comments, Questions or Concerns

Please feel free to contact us with any comments, questions or concerns regarding branch, ATM, website, phone or other accessibility to Customer Service, as follows:

You may contact us at (877) 998-2265 or via TDD at (800) 334-9765 or send a letter to:
VirtualBank P.O. Box 109638, Palm Beach Gardens, FL 33410