Name change on accounts: Tactful explanation?

[Brooke]

I've already gone through my legal name change, and have around 80% of my accounts changed to new name, still I haven't found a great way to let customer service reps know  reason for name change when it comes to looking up information in various accounts and information is still under old name.

Many times, even after the change of name on account is complete propagation is not. The  question of why the name change comes up.  Usually I get asked if I was recently married.

How do you get through the "why" questions without being rude, or constantly outing yourself?

Marriage explanation doesn't work due to the first name changing.  I have been answering with the truth "in the  process of a gender transition " which results in an awkward silence- but then it's over.

I'm trying to find a better way as to not embarrass the other person for asking, and not constantly outing myself.

Any ideas or solutions that have been successful?

Thanks!
Brooke 


Sent from my iPhone using Tapatalk

[Katiepie]

They really don't require a reason. You could essentially just say personal reasons. Or if they have a fax, just write a quick cover letter stating your old name and to have them change your name on the account, and then have whatever else you may need to require for such things, and skip out on the questioning.

Kate <3
Always remember to smile your face

[Brooke]

They really don't require a reason. You could essentially just say personal reasons. Or if they have a fax, just write a quick cover letter stating your old name and to have them change your name on the account, and then have whatever else you may need to require for such things, and skip out on the questioning.

Kate <3
Always remember to smile your face

I do understand they shouldn't require a reason. This is more after the name change has been completed on the account, and for whatever reason my old name is still associated with some account information.

For instance I called to check the status of a prescription and they could only find the rx under my old name. Social niceties being what they are prompted the customer service rep to ask if I was recently married. That is where things become awkward.

I may indeed just try the "personal reasons" excuse. That might do the trick.


Sent from my iPhone using Tapatalk

[chris.deee]

Since you've already changed your legal name, why not simply say "to match my legal name" when asked why?

[Brooke]

Since you've already changed your legal name, why not simply say "to match my legal name" when asked why?

Doesn't apply in these situations. As typically my legal name is already changed within the account/organization I am interacting with. Due to glitches in their own records some of my information is under Brooke while other information in their system comes up as my old name- "Blake".

For whatever reason this disparity prompts curiosity from the employee. I'm guessing that most name changes they see are due to marriage and are used to giving a congrats.

Last night I was calling Walgreens to check station of a prescription. My name is already changed in the pharmacy, and the pharmacy staff know I'm transitioning. With their internal routing system, you get connected to a general employee who cam look up basic information in pharmacy records. They also identify your phone number with a name.

The name that came up with my phone number was old name, (should have been changed there but wasn't) and the script wasn't showing up for them under "Brooke". The employee I'm guessing was trying to come up with small talk and asked if I was recently married.

This has happened with car insurance, phone, utilities etc. They do eventually find the correct information under the correct name, but only after some hunting through their record system.


Sent from my iPhone using Tapatalk

[FTMax]

Personal reasons is about as tactful as it gets. I've never had anyone outright ask me why. The few times that has happened to me, they've just accepted that I had changed it and moved on to whatever I called for.

If your old name and new name are very clearly male or female, there really isn't too much question as to why you changed your name and I would be very annoyed and not at all tactful if someone were to ask.

[Brooke]

Personal reasons is about as tactful as it gets. I've never had anyone outright ask me why. The few times that has happened to me, they've just accepted that I had changed it and moved on to whatever I called for.

If your old name and new name are very clearly male or female, there really isn't too much question as to why you changed your name and I would be very annoyed and not at all tactful if someone were to ask.

Thanks for the feedback. Old name was Blake, new is Brooke. Looks like "personal reasons " is the way to go.

Weird- I've been asked outright at least a  dozen times in the past two months.


Sent from my iPhone using Tapatalk

[KathyLauren]

There really isn't a way of answering that is tactful enough to avoid embarassing the other person.
"Recently transitioned." -> "Oops, TMI." -> embarassed.
"Personal Reasons." -> "Oops, shouldn't have asked." -> embarassed.
It's what they get when asking questions that are none of their business.

Since there is no way to avoid their embarassment, the only factor is to avoid your own embarassment.  "Personal Reasons" is clearly superior for that.

[sparrow]

For whatever reason this disparity prompts curiosity from the employee. I'm guessing that most name changes they see are due to marriage and are used to giving a congrats.

Just to make up for those jerks missing the opportunity to say it...

Congratulations on your transition! 

[Brooke]

Just to make up for those jerks missing the opportunity to say it...

Congratulations on your transition! 

You completely just made my evening.. Giggling with glee for only about 90 seconds!

Thank You!


Sent from my iPhone using Tapatalk

[Seshatneferw]

"The old name didn't really sound like me, you know"?

(I've used that one on a couple of customer service desks, although my case is different in that I just added a female given name to the male ones I'd already got. Being non-binary has it's occasional good points.)

[Katiepie]

My apologies on the lateness of congratulations on your transition. I was caught up in the moment of ask a question, gain a response. So this is my "excuse" which honestly shouldn't happen as my ability of attention to detail seems to be slightly fuzzy.
Anywho, I'm glad that my little bit of info would help out in the future of it all. I know it will be a challenging feat for myself when the time comes for the legal matters of my name change, as I would have to do a few things in a very specific order, but such is the life of someone that is still illegal in the armed forces.

Kate <3
Always remember to smile your face

[Rebecca]

I find giving them my full Sunday name including title gives them all the information they need.

Nobody has asked for an explanation and everything has been changed.
Apart from one small miscommunication within Virgin they updated my home services but not my mobile account as it was separate entities there have been no complications. (they fixed it now so all good)

I like doing changes in person but failing that email or regular mail is preferred as call centres can be atrocious when it comes to being understood.

[zeus33]

3 simple words,  Witness Protection Program.

They'll either think it's serious a joke or figure they should mind their business.

Sent from my SM-J700T using Tapatalk

[kittenpower]

I have been answering with the truth "in the  process of a gender transition " which results in an awkward silence- but then it's over.

I'm trying to find a better way as to not embarrass the other person for asking, and not constantly outing myself.

Any ideas or solutions that have been successful?

Thanks!
Brooke 


Sent from my iPhone using Tapatalk

That's basically what I said, and the more they deal with trans people the more comfortable they will become with us. We didn't do anything wrong so there is no need for embarrassment or shame.