For The New Republic, I wrote about how euphemism, jargon, and data science all help bankers at places like Capital One distance themselves from their customer’s pain.
When I talk about “pain,” here, I mean a few different things. Consumers turn to credit cards because they can’t afford what they want or need: a condition that is intrinsically uncomfortable. In some cases, credit cards may help the consumer a little bit, in other cases, they make the financial instability Americans face even worse: in both cases, that suffering is ignored.
