Large print please, NatWest?

And so today to my local branch of Natwest Bank, where I ask the assistant what should be a simple request. In future, anything written from them is to be sent to me in LARGE PRINT please. I didn't want to confuse them by explaining my medical situation, using big words like "visually impaired" (bankers haven't always been the brightest in my experience, so using simple words is the way forward with speaking to them) and explaining the nitty-gritty and actualité of my poor vision and so forth, so I simply told her that I was almost blind in one eye. I need it in large print so I can actually read what they are sending me.

I'd clearly flummoxed her with what should be a simple request under the Disability Discrimination Act 1995. I had expected her to click something on her screen to say change the format in future, but no. It's not that simple. It never is with NatWest.

The assistant wittered on for a few moments: "I'm not sure if we can do that; I'll need to make a phone call to see if that's even possible. I can't do that today, I'm not sure how we go about doing that. Can we do that? When is your next statement due? I can't tell that because our computer won't tell me. I'm going to be speaking to customers all day so I won't be able to do anything for you to sort this out today anyway, so I'll take your details and we'll call you about it later on in the week to see if it might be allowed."

I gave them a specific number for me to be called on. She gave me her business card. I pocketed it; I couldn't read it anyway if I tried. It's not the first time a call back has been promised by NitWits Bank, and they failed me in the past by not making the calls. I'm naturally not holding my breath, but why do I think I'm at the beginning of another saga to get anywhere with the customer services of this failed bank? I'll give them until Friday, then I'll go back in. If I hear anything in the meantime, I'll keep you informed. I'm keeping my fingers crossed....

Addendum: This NatWest page says they provide statements and general correspondence (although the lack of definition for the word "general" makes me suspect that they may use it as a get-out clause at some stage) in braille, large print, and on audiotape at no extra charge (oh thank God for that; they're not going to charge me extra for being a cyclops and wanting large print), so what the hell was the bank assistant wittering on about, needing to check if it was possible? It should have been sorted, without all the dithering to see if it's possible. Have the employees of NatWest had no disability awareness training? Never mind giving them until Friday; depending on how I feel (I get so tired so easily; I'm exhaused a lot and I'm spending a lot of time in bed), I'll be back there in much sooner, armed with a print out of that page from their own website.