But what if I cannot speak

I do not think the newer phone based customer "service" systems are designed to service all customers. I called CIGNA recently and noticed they assume the caller can speak. When the rep came on the line I asked if there was a number that mute people can call. He said NO.

How can that be? He said use the keypad but how does one know what keys to press? He put me on hold to get the answer. He told me 1=yes and 2=no. The other responses correspond to the number in which they are listed in the prompts. Guess your best on the correct way to enter the account information they ask for.

That is great, but if I could not call and ask how to use the keypad, how would I know? There did not seem to be any automated help!

Since the objective of the automated system is to provide as much information as possible without having to connect the caller with a live person, why then do I need to speak to use it?

I guess if you cannot speak to the automated system then you just need to write a letter!