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Consumers who aren't proficient in English have long struggled to get help from banks in their preferred language. Banks and regulators are trying to fix that, but the solution has taken years.
Known as ROC Your Refund, Rochester’s scheme, which is now in its second year, allows those who qualify for the Earned Income Tax Credit (EITC)—a refundable credit from federal government for low- to moderate-income workers—to spread out payment over time, rather than receiving it as a lump sum once a year at tax time. Participants instead received their EITC, which for some can account for almost a third of their annual income, in quarterly payments. Those who agree to provide survey feedback on ROC Your Refund are also paid a fee and could be selected at random to receive matched paym...