How to reach a real person: banks, shops, clinics and phones
When the app, the kiosk or the phone bot is not working for you, here is how to ask for a person, sector by sector.
When a business puts an app, a kiosk or an automated phone line first, ask for the staffed option directly. On the phone, say “agent” or “representative”, press 0, or call the local branch instead of the national line. In person, look for a staffed counter or ask any member of staff. In some US places, including New York City, San Francisco, Philadelphia, New Jersey and Connecticut, most in-person sellers also have to take cash.
Laws checked against official sources on 2026-10-16Tips and scripts are general, not legal advice
What the evidence says
You are not alone in wanting a person. In a Gartner survey of 5,728 customers carried out in December 2023, 64% said they would prefer that companies didn’t use AI in customer service, and the top concern was that it would get harder to reach a person.1
The US Consumer Financial Protection Bureau (CFPB) found that in 2022 more than 98 million users, roughly 37% of the US population, engaged with a bank’s chatbot. Its report says chatbots can help with basic questions but work less well as problems get more complex, and describes “doom loops” where a customer’s issue falls outside what the chatbot can do, with no easy way through to a human.2
In-person banking still matters to many households. The FDIC’s 2023 survey found that 4.2% of US households, about 5.6 million, had no bank account. Over the past decade, the share of households using a bank teller as their main way to reach their account fell by more than half, but tellers are still used more by older, lower-income and non-metropolitan households, and almost all banked households used an ATM or a teller at least once in 2023.3
Cash is still in daily use too. In the Federal Reserve’s payment diary for 2025, cash made up 14% of all payments (six a month on average), four out of five consumers had used cash in the last 30 days, and people aged 55 and over made an average of ten cash payments a month, against two for people aged 18 to 24.4
None of this means apps or kiosks are bad. Plenty of people prefer them. This guide is for the times when you want, or need, to deal with a person.
Phone lines and customer service
What to look for
- A number for the local branch, store or office, not only the national support line. Take the number from the company’s own website, your bill or the back of your card, not from a search ad or a text message.
- Opening hours for the phone team, so you call when people are answering.
- An option to get a callback, so you don’t have to stay on hold.
- Accessibility lines. In the US, dialing 711 connects you, free, to a relay communications assistant who passes the call between text and voice for people with a hearing or speech disability, from any phone in the country.16 In the UK, Relay UK works in a similar way: you type, and an assistant relays the conversation. The service itself is free, though normal call charges apply.17
Things worth trying in a phone menu
- Say “agent”, “representative” or “speak to a person” when the menu asks what you need.
- Press 0, or stay on the line (some systems hang up; if so, call back and try saying “agent”).
- If one menu branch keeps looping, start again and pick the option closest to your problem, such as billing or a complaint.
- Ask for a callback, a reference number and the name of the team you spoke to.
A short script
“Hello. I’d like to speak with a person, please. My question is about a charge on my bill and I’ve already tried the website. Can you put me through, or book me a callback?”
Banks
What to look for
- A branch with teller or counter hours listed, and a way to book an appointment with a staff member.
- Phone banking with a person, not only an automated balance line.
- In the UK, if your branch has closed, a Banking Hub may be nearby: it has a counter run by the Post Office where customers of any bank can withdraw and pay in cash and pay bills, and a private room where staff from different banks take turns on different days.22
What to ask
- “Can I book a time to see someone at a branch?”
- “Which days and hours is the counter staffed?”
- “Is there a direct number for this branch?”
A short script
“I’d prefer to sort this out with a person. Could you book me an appointment at my nearest branch, or tell me when a staff member can call me back?”
If a US bank or card company won’t help, you can send a complaint to the CFPB online or by phone at (855) 411-2372 (9 a.m. to 6 p.m. ET, Monday to Friday). It says most companies respond within 15 days.23
Supermarkets and shops
What to look for
- A staffed till or counter, even if there are self-checkouts too.
- A member of staff near the self-checkout area, who can open a staffed till or help you through.
- Quieter times of day, when a staffed till is easier to get to.
What to ask
- “Is there a staffed till open?”
- “Could someone help me with my shopping at the checkout?”
- “Do you take cash here?” (and see the cash laws below if you are in the US).
A short script
“Excuse me, I find the machines hard to use. Is there a till with a person on it, or could you help me check out?”
Pharmacies and clinics
What to look for
- A pharmacy counter where you can speak to the pharmacist, not only a collection locker or an app.
- A clinic phone number where you can book by phone, and an option on telehealth or booking lines to speak to the reception team.
- In the US, Medicare’s line, 1-800-MEDICARE (1-800-633-4227), is open 24 hours a day, 7 days a week except some federal holidays; TTY users can call 1-877-486-2048.18
What to ask
- “Can I speak to the pharmacist about this medicine?”
- “Can I book my appointment over the phone with you?”
- “If the online form doesn’t fit my situation, who can I talk to?”
A short script
“I’m not able to use the app for this. Could you book the appointment for me now, while I’m on the phone?”
Transport
What to look for
- A ticket office, information desk or staffed counter at the station or airport, and its opening hours.
- Assistance services you can book before you travel if you need help getting through a station or airport.
- At US airports with 10,000 or more boardings a year, airlines must give equivalent service, on request, to a passenger with a disability who can’t readily use their check-in kiosks: for example, directing a blind passenger to an accessible kiosk, helping at a kiosk, or letting the passenger come to the front of the line at the check-in counter. A passenger with a disability who asks for an accessible kiosk must get priority access to one.21
What to ask
- “Is the ticket office or counter open today, and until when?”
- “Can someone help me buy this ticket?”
- “Can I book assistance for my journey?”
A short script
“I can’t use the kiosk. Could a member of staff check me in, or show me where the staffed counter is?”
Telcos, utilities and government services
What to look for
- An in-person office or shop, and whether you need an appointment.
- A phone line with stated hours, a TTY number or relay access, and accessibility support.
- The official complaint route, for when a provider won’t help. For US phone and internet services, the FCC takes complaints at its Consumer Complaint Center.24
Two US examples from official pages
- Social Security: call 1-800-772-1213, 8 a.m. to 7 p.m. local time, Monday to Friday (TTY 1-800-325-0778). SSA says waits to speak to a representative are shorter early in the day or later in the afternoon, later in the week and later in the month. You can also call your local office, found with its office locator.19
- IRS: you can get in-person help at a local Taxpayer Assistance Center. The IRS says to call ahead to schedule an appointment, and that appointments get priority service.20
A short script
“I’ve tried the website and it doesn’t cover my case. Can I speak to someone, or book an appointment at an office near me?”
Paying in cash: where US law requires it
There is no federal law that makes private businesses accept cash. The Federal Reserve says private businesses are free to set their own policy on cash unless a state law says otherwise.5 Some cities and states have such laws. We list only those we could confirm from the official text, or from the government body that publishes or enforces it.
| Place | What it requires | Main exemptions stated |
|---|---|---|
| New York City67 | Food stores and retail establishments must accept cash and can’t charge more for paying in cash.6 City guidance from May 22, 2026 says a business that requires in-person customers to pay only through a phone app, and refuses cash, breaks the law.8 | Bills above $20; phone, mail and internet sales unless payment takes place on the premises; banks; businesses with an on-site machine that turns cash into a prepaid card with no fee and a minimum deposit of no more than $1.6 |
| San Francisco9 | Brick-and-mortar businesses must accept cash from customers who are physically present, for goods and services other than professional services, with no extra fee or condition. Services from doctors, dentists, nurses and other licensed health professionals are not counted as professional services, so they are covered.9 | Businesses with no fixed premises in the city, food trucks and pop-ups; suspected counterfeit notes; bills larger than $20; for a single purchase above $5,000, cash must be accepted for up to $5,000 of it.9 A proposal to repeal the law was introduced in January 2026; when we checked, it was still pending in committee.10 |
| Philadelphia11 | People selling consumer goods or services at retail may not refuse cash, and may not charge extra for paying in cash.11 | Phone, mail and internet sales (unless picked up and completed in person at the seller); parking lots and garages; membership wholesale clubs; rentals that need a deposit or security; goods or services only for employees; vending machines and service kiosks (such as massage chairs); app-only prearranged rideshares. A seller may instead offer a free, working cash-to-card machine at the point of purchase.11 |
| New Jersey (statewide)1214 | A person selling goods or services at retail can’t require payment by credit or refuse cash, and must accept legal tender offered by the buyer. It covers in-person sales only.12 | Airports, if at least two food sellers in each terminal take cash; parking facilities owned by a municipality; parking facilities that take only mobile payment; car rental companies that accept a cashier’s or certified check;12 since 2021, sports and entertainment venues with 10,000 or more seats.13 |
| Connecticut (statewide)15 | In-person retail sellers can’t refuse cash, post signs saying cash isn’t accepted, or charge more for paying in cash.15 | Phone, mail and internet sales; parking lots and garages; some membership retailers; rentals that need collateral; sales only to employees; locations where no one is employed to help with the purchase; health care and professional services. A seller can comply by offering a cash-to-prepaid-card machine that meets set conditions.15 The state Department of Consumer Protection explains the rule on its website.25 |
Two practical points follow from the table. Carry small bills: New York City and San Francisco both let businesses refuse bills larger than $20.69 And if a place in one of these areas says it is card-only, ask politely whether it has a way to pay with cash, such as a cash-to-card machine; where the law applies, it may have to offer one.
Printable checklist
Print this page, or copy this list into your phone’s notes, before a call or a visit.
- One line written down about what you need, such as “a wrong charge on my March bill”.
- The local branch, store or office number, as well as the national line.
- The words to try in a phone menu: “agent”, “representative”, “speak to a person”, or press 0.
- Your account or reference number. Never give a password or PIN to anyone who calls you.
- Pen and paper for the date, time, name of the team and any reference number.
- Some cash in small bills, if you prefer to pay that way.
- In the US, 711 for a relay call if you have a hearing or speech disability.
- If you’re stuck: ask for a callback or an appointment, and note the official complaint route.
How we check facts
- Every fact on this page links to a source we opened on 2026-10-16, listed under Sources with that date.
- Laws come from the official text or from the government body that publishes or enforces them. If we couldn’t open the official text, the law is left out, even when news reports describe it.
- We don’t name or rate businesses, and the scripts and tips are general. They are things to try, not promises that a given business will answer.
- We re-check the laws and phone details every 90 days and update the “last checked” date at the top of the page.
- Spotted something out of date? See our corrections policy.
What you can do
Five things to do, smallest first. One is enough to start.
- [1]Write one line about what you need2 minutesBefore you call or go in, write down your question in one sentence, plus any account or reference number. It makes it easier to ask for a person and get passed to the right one.
- [2]Ask for a person in plain wordsOn your next callSay “agent”, “representative” or “speak to a person”, or press 0. If a chatbot keeps looping (the CFPB calls these “doom loops”2), start again and choose the option closest to your problem.
- [3]Use the local number or book a timeThis weekCall the branch, store or office directly, or ask for an appointment. For US government lines, check the official hours first; Social Security says waits are shorter early in the day or later in the afternoon, later in the week and later in the month.19
- [4]Know your cash rule5 minutesIf you live in New York City, San Francisco, Philadelphia, New Jersey or Connecticut, check the table above so you know when in-person sellers have to take cash; elsewhere, check your own state’s rules. Carry small bills.
- [5]Use the official route if you’re stuckWhen you need itFor a US bank or card problem, the CFPB takes complaints.23 For phone and internet services, the FCC does.16 If the stress of it all is getting to you, our guide to AI anxiety has simple things that help.
Sources
How we choose sources- [1]Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI For Customer Service (July 9, 2024) · Gartner · survey · accessed 2026-10-16
- [2]Chatbots in consumer finance (June 6, 2023) · Consumer Financial Protection Bureau (CFPB) · government report · accessed 2026-10-16
- [3]2023 FDIC National Survey of Unbanked and Underbanked Households · Federal Deposit Insurance Corporation (FDIC) · government data · accessed 2026-10-16
- [4]2026 Findings from the Diary of Consumer Payment Choice · Federal Reserve Financial Services · government data · accessed 2026-10-16
- [5]Is it legal for a business in the United States to refuse cash as a form of payment? · Board of Governors of the Federal Reserve System · government guidance · accessed 2026-10-16
- [6]Local Law 34 of 2020 (Int. No. 1281-A): cashless establishments prohibited, NYC Admin. Code § 20-840 · New York City Council · law · accessed 2026-10-16
- [7]Prohibition of Cashless Establishments · NYC Department of Consumer and Worker Protection · government guidance · accessed 2026-10-16
- [8]Guidance on telephone and internet-based transaction exceptions to the Cashless Establishment Ban (May 22, 2026) · NYC Department of Consumer and Worker Protection · government guidance · accessed 2026-10-16
- [9]Ordinance No. 100-19: Police Code Article 55, Acceptance of Cash by Brick-and-Mortar Businesses · San Francisco Board of Supervisors · law · accessed 2026-10-16
- [10]File No. 260025: ordinance to repeal Police Code Article 55 (status and history) · San Francisco Board of Supervisors · legislative record · accessed 2026-10-16
- [11]Regulation No. 8: Cash payments in retail establishments (Philadelphia Code § 9-1132) · Philadelphia Commission on Human Relations · regulation · accessed 2026-10-16
- [12]P.L.2019, c.50 (N.J.S.A. 56:8-2.33), legislative history with final enacted text · New Jersey State Library · law · accessed 2026-10-16
- [13]P.L.2021, c.28: cashless payment at certain sports and entertainment venues, legislative history · New Jersey State Library · law · accessed 2026-10-16
- [14]AG Platkin Announces Several Violations at Businesses for Not Accepting Cash (February 7, 2023) · New Jersey Office of the Attorney General · government guidance · accessed 2026-10-16
- [15]Cash Payment Law, OLR Report 2025-R-0071 (September 17, 2025) · Connecticut General Assembly, Office of Legislative Research · government report · accessed 2026-10-16
- [16]711 for TTY-Based Telecommunications Relay Service · Federal Communications Commission (FCC) · government guidance · accessed 2026-10-16
- [17]Relay UK · Relay UK (BT) · service page · accessed 2026-10-16
- [18]Talk to someone · Medicare.gov · government guidance · accessed 2026-10-16
- [19]Contact Social Security by phone · Social Security Administration (SSA) · government guidance · accessed 2026-10-16
- [20]Contact your local IRS office · Internal Revenue Service (IRS) · government guidance · accessed 2026-10-16
- [21]14 CFR 382.57: accessibility requirements for automated airport kiosks · eCFR (US Department of Transportation rule) · regulation · accessed 2026-10-16
- [22]Banking Hubs · Post Office · service page · accessed 2026-10-16
- [23]Submit a complaint · Consumer Financial Protection Bureau (CFPB) · government guidance · accessed 2026-10-16
- [24]Filing an Informal Complaint (points to the Consumer Complaint Center) · Federal Communications Commission (FCC) · government service · accessed 2026-10-16
- [25]Cash payments (knowledge base) · Connecticut Department of Consumer Protection · government guidance · accessed 2026-10-16
who checked thisaidoom.ai editorial teamWe use AI to help research and draft. Every fact on this page links to the source it came from. How we use AI