How Paxnova Trust operates, in writing.

Paxnova Trust Bank, N.A. is committed to providing an inclusive experience for every customer, regardless of ability or assistive technology in use. Accessibility is owned by an executive sponsor at the bank (the Chief Operating Officer) and operationalized by a permanent cross-functional team spanning design, engineering, branch operations, customer experience, and compliance.

Our digital experiences are designed and tested against:

• Web Content Accessibility Guidelines (WCAG) 2.1 Level AA
• Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. § 794d)
• Americans with Disabilities Act (ADA) Titles II and III, as interpreted by current DOJ guidance
• EN 301 549 (European harmonized standard) for international users

Our branches and ATMs are designed to the 2010 ADA Standards for Accessible Design. ATMs are PCI PIN Transaction Security compliant and include voice guidance, tactile keypads, and Braille labelling.

We continuously audit our websites and mobile apps with a combination of automated tooling (axe-core, Lighthouse, Pa11y) and manual testing by people who use assistive technology. Specific accommodations include:

• Full keyboard navigation with visible focus indicators
• Skip-to-content links on every page
• Semantic HTML, ARIA landmarks, and announced state changes for screen readers (NVDA, JAWS, VoiceOver, TalkBack)
• Color contrast ratios at or above 4.5:1 for body text and 3:1 for large text
• Captioned and transcribed video content; auto-generated captions reviewed by a human
• Resizable text up to 200% without loss of content or function; supports browser zoom to 400%
• Reduced-motion respect — animations honor prefers-reduced-motion
• Dark mode for users sensitive to light
• Form fields labeled programmatically with inline error messages and clear instructions

Every Paxnova Trust branch provides:

• Accessible parking, entrances, and teller counters
• Wheelchair-accessible interior paths and restrooms
• Service animals welcomed in all customer areas
• Bilingual signage and on-staff Spanish translators at major-metro branches; remote interpreters in 240+ languages available within 60 seconds via Language Line
• Quiet appointment rooms with adjustable lighting
• Magnification devices and styli for signing tablets

Our ATMs are designed to be accessible to customers who are:

• Blind or have low vision — audio guidance via 3.5mm headphone jack; tactile keypads with Braille; voice prompts available in English and Spanish
• Deaf or hard of hearing — visual transaction confirmations and text-based screens
• Wheelchair users — reach height compliant with ADA Sections 308 and 309; clear floor space at each unit

Customer service is available 24/7 at 1-800-PAXNOVA-1. Customers who are deaf, hard of hearing, deafblind, or have speech disabilities can reach us through the Telecommunications Relay Service (TRS) by dialing 711 from any U.S. phone. Video Relay Service (VRS) is available for ASL users; please call our dedicated VRS line at (415) 555-0188 during business hours or request a callback through your relay provider.

Account statements, disclosures, and notices are available in:

• Large print (16-point or larger)
• Braille (Grade 2 UEB) on request
• Audio (MP3) delivered via secure portal
• Accessible PDF tagged for screen readers
• Spanish, Mandarin, Cantonese, Vietnamese, Korean, and Tagalog (additional languages on request)

To enroll in an alternative format, sign into your account and visit Settings → Accessibility, or contact our team using the details below. There is no charge for any accommodation.

We're honest about the gaps we're still working on:

• A small number of legacy disclosure PDFs (pre-2023) have not yet been re-tagged for screen readers — we re-issue accessible versions on request within one business day
• Live transcripts on our investor-day broadcasts are auto-generated; human-reviewed transcripts are posted within 48 hours
• Some third-party widgets (regulator-required calculators) reside on external sites whose accessibility we monitor but cannot directly control

If you encounter a barrier — anywhere on our site, in our app, in a branch, or on an ATM — we want to hear about it and fix it. Email accessibility@paxnovatrust.com with a description of the issue (including the page URL or branch address, what you were trying to do, and any assistive technology you were using) and our Accessibility team will respond within two business days.

Paxnova Trust Bank, N.A.
Attn: Accessibility Officer
1000 N Point St, San Francisco, CA 94109
Email: accessibility@paxnovatrust.com
Phone: 1-800-PAXNOVA-1 · TRS: 711 · VRS: (415) 555-0188