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I can attest to the stresses of dealing with IVRUs. T-Mobile is relatively easy when compared to other numbers such is Social Security and AOL. It would always count against us if we understood what the caller wanted and paraphrased it to fit the phone menu. Many deaf callers did not even understand the menus and were confused by the prompts. It wasn't their fault, but the confusing phrasing of the recording.
Another thing I never understood. Why don't more deaf users use direct TTY lines to customer service numbers or use online services instead of calling customer service through relay. A lot of stress can be saved by using online services and direct numbers instead of dealing with a confused representative, ignorant of the concept of relay.
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