An Interpreter for Calls with Japanese Banks, Landlords and Offices

If you need to call a Japanese bank, phone company, landlord, utility, insurer or city office and your Japanese isn’t up to it, you can book an English–Japanese interpreter to join the call with you. Most organisations will speak through an interpreter as long as you, the account holder, are on the call and give permission. The interpreter relays what each side says, so you can sort out the problem yourself instead of relying on a friend or guessing. Here’s how these calls work and how to prepare.

Calls people often need help with

Banks and card companies: a blocked card, a transfer problem, closing an account when you leave Japan.
Phone and internet providers: changing plans, cancelling contracts, cancellation fees.
Landlords and management companies: repairs, renewals, moving out and deposits. See renting an apartment in Japan.
Electricity, gas and water: starting or stopping services, bills.
Insurance: making a claim, changing a policy.
City and ward offices: questions about tax, health insurance, pensions or paperwork.
Online shops and delivery companies: missing parcels and returns.

How an interpreted call works

You and the interpreter connect first, on a video call, to go over what you need.
You call the organisation on speaker or as a three-way call, with the interpreter listening.
You confirm your identity yourself, with your name, date of birth or account number, and tell the agent that an interpreter is helping you. A simple line works: 通訳の方に手伝ってもらっています (an interpreter is helping me).
The interpreter relays both sides, a few sentences at a time.
You recap together at the end: what was agreed, what happens next and any reference number.

For more on the format, see online interpreting for video calls with Japan.

Before the call

Gather your details: account or contract number, the name the account is in, address, letters you received.
Send the interpreter photos of relevant letters or bills, so they know the terms in advance.
Write down what you want from the call, in one or two sentences.
Check opening hours. Many Japanese customer centres are open on weekdays during office hours, Japan time. Plan around your own time zone if you’ve already left Japan.
Look for an English line first. Some large companies have English support. If it solves the problem, you won’t need an interpreter.

Japanese phone calls: what to expect

Customer service in Japan is very polite and quite formal. You’ll hear long, careful phrases and frequent apologies, and agents may be cautious about doing anything unusual. An interpreter helps you understand what’s really being said, including a polite “that’s difficult”, which often means no. Our guide to Japanese phone calls explains the phrases you’ll hear.

What an interpreter can’t do

Act for you without you. Organisations usually need the account holder on the call.
Give legal or financial advice. For disputes, contact a lawyer or a consumer advice centre.
Handle emergencies. In an emergency in Japan, call 119 for an ambulance or fire, or 110 for the police. Operators may be able to connect an interpreter, but knowing a few phrases helps. See Japanese for emergencies.

How Hanabuddies can help

We interpret live between English and Japanese for calls with Japanese banks, landlords, utilities, insurers, offices and companies, joining you over video while you make the call. If you need to visit an office or bank in person, an interpreter can come with you. Tell us who you need to call and what it’s about, and we’ll arrange a time that works with their opening hours and your time zone.