Visa just denied me access to my account because of my voice.

[Autumn]

So I am up late tonight, and after confirming transition procedure with human resources tonight (turns out that you *do* have to legally transition in order for my company to allow transition. Frustrating, very frustrating... and in fact, the GLBT HR questions form on the website redirects to an error page. Hrm), I decided to call some of my cards and ask about what I will need to do for name change on accounts.

I just spent 27 minutes on the phone with Visa...

After consulting numerous times with the escalations department, my operator did not feel comfortable disclosing any account details to me, including the procedure for name change, and informed me to go in person to a local branch of bank of america. Because I'm a woman and clearly *NOT* Malename on the account. I sighed heavily and explained, "Ma'am, I'm a transsexual - my voice is female, but legally I am not. I am trying to obtain information regarding my account so that I may change my name." More being put on hold and being informed of the operator's discomfort with dealing with me over the phone and requiring in person attendance.

The last time I withdrew from BoA I pulled out my driver's license, student ID, employee ID, and my BoA credit card when the teller started questioning me about my debit card.

I am looking forward to the follow-up call from the escalations department. I'm looking to murder someone at the moment.

Maybe it's a good thing I haven't had an orchiectomy yet, because at this rate I'm going to have to start teabagging people to prove my identity.

[SarahFaceDoom]

It's a lot quicker to just go down to the local branch.  They basically just need to make some copies, fax some things, and then you're gold.

Have you legally changed your name yet?

[Autumn]

Citibank was able to help me in about 15 seconds... after 3 minutes of computer talking. *blink* I hate citi, love BoA... I'm confused.

I have not changed anything legally yet. December was finals + full time work, January was full time work + full time school, I literally lost my voice in December and got sick twice more in January; ended up in the ER first week of February. Time's kinda flown by. I was also waiting to hear back from HR at work and I kinda got shafted on that.

So yeah, I'm looking into what I need to do now. Maybe I should have called last month when I was all hoarse.

I'll be sure not to tuck when I go to BoA so I can easily whip it out if this happens in person.

[placeholdername]

You're funny when you're frustrated .

Think of it this way, from my perspective I would be somewhat ecstatic that they didn't want to believe I was previously male over the phone (I really gotta get to work on the voice thing... ).

[lizbeth]

I'm sort of in the same boat. I just had to get a rental car through my insurance today and when they showed up to pick up <malename> the driver had to check and recheck his paperwork before greeting me as Mrs. <lastname>. I smiled a bit at the thought but then simply said "it's me, I haven't been able to get that changed yet" and then it was over. before that I had some awkward conversations with the insurance company when they questioned that they were talking to me and not some impostor.

I'm trying to use it as motivation to get down to the county clerk and start my name change. Thankfully I was able to transition most of my work identity. my HR name is still my former name so my checks do come that way, but they allowed me to change everything else without legal documentation (email, phone, name badge, etc...).

Maybe it's a good thing I haven't had an orchiectomy yet, because at this rate I'm going to have to start teabagging people to prove my identity.

this made me lawl so hard! haha

[Autumn]

The company I work for is supposed to provide phenomenal GLBT support, domestic partner benefits, insurance for trans, etc. I can't find any of the relevant information myself, to be honest. And I can't even go female to work, officially, without a legal name change. 'When you look female, you'll have to use the womens' restroom.' Cracker please, I don't use the restroom at all anymore because it freaks everyone out so much.

So I continue to come to work wearing a lovely fitted suit, confuse the hell out of my coworkers when the customers all call me ma'am, and avoid doing *too* much girl talk with my female customers. Despite how much it helps in CSR, there would be something extraordinarily awkward about relating to womens' issues to a customer, only to have a coworker come over again during payment and say "THIS YOUNG MAN RIGHT HERE WILL HELP YOU OUT, HE IS THE SALESMAN DOWN HERE AND HE IS THE EXPERT YOU NEED. HE'S REALLY GOOD."

Of course, that dude is 92, so people probably just thought he was senile as all hell.

Consider yourself lucky that they allowed you to progress like that. This is a considerable wrench in my life, at the moment. I decided I need to change my surname as well, so I'm really in limbo about what I want my final name to be. I am okay with not officially starting RLE because I won't afford the surgery in a year anyway, but it is INCREDIBLY jarring to my brain to go from being a woman, to being 'male' at work, to being female everywhere else. I signed the wrong name at school today and had to erase it, and almost gave a customer my female name this past weekend.

[SarahFaceDoom]

Citibank was able to help me in about 15 seconds... after 3 minutes of computer talking. *blink* I hate citi, love BoA... I'm confused.

I have not changed anything legally yet. December was finals + full time work, January was full time work + full time school, I literally lost my voice in December and got sick twice more in January; ended up in the ER first week of February. Time's kinda flown by. I was also waiting to hear back from HR at work and I kinda got shafted on that.

So yeah, I'm looking into what I need to do now. Maybe I should have called last month when I was all hoarse.

I'll be sure not to tuck when I go to BoA so I can easily whip it out if this happens in person.

BoA isn't going to change anything over in your accounts without the proper legal documents.  Think about it from their perspective.  You could just as easily be an identity thief.  But as far as just getting info about your accounts, I'm surprised they weren't just satisfied with your answering their security questions.

I usually have the opposite problem on phones, because my voice isn't that good--but for the most part once I answer all of their security questions they are good to go.


Post Merge: February 10, 2010, 02:56:11 AM

Despite how much it helps in CSR, there would be something extraordinarily awkward about relating to womens' issues to a customer, only to have a coworker come over again during payment and say "THIS YOUNG MAN RIGHT HERE WILL HELP YOU OUT, HE IS THE SALESMAN DOWN HERE AND HE IS THE EXPERT YOU NEED. HE'S REALLY GOOD."

My grandpa used to do that to me at public resturaunts, I just gave the waitress a confused look and make it seem like he's some crazy senial old man.  Works like a charm, because frankly if you take a look at me and your first thought is "that's a man" then something is probably wrong in your head.

[Autumn]

Yeah, you're pretty :> They'd have to be crazy.

I never expected anything to be changed without the documents. I wanted to know which documents to send and where to send them. The very first thing that happened when I gave name on the card (in a female voice) was me being transferred to the specialist (and holding for 15 minutes.)

A part of me wanted to switch to a male voice during the conversation, but honestly, my voice was mistaken for a woman's on the phone before I even started practicing. It's not *that* female, it's just, not male, you know? Besides, the muscles in my throat seize up nowadays and tell me they refuse to go lower. It's like a physical-mental block. A good one, I suppose.

[BunnyBee]

Maybe it's a good thing I haven't had an orchiectomy yet, because at this rate I'm going to have to start teabagging people to prove my identity.

This made me laugh out loud for reals .  I love your obstinate attitude.  This subject (name change, legal junk) is one I really have to start thinking more seriously about, so thanks for ranting and bringing it back to my attention .

So many things to deal with, it can feel overwhelming.

[Jamie-o]

BofA has notoriously bad customer service. Practically everyone I've ever known who had accounts with them has horror stories to tell.  It's why I won't do business with them ever again.    If I were you I would go down in person, close out my bank account, and find a good credit union to bank with instead.  Not because they didn't believe you were who you said you were, but just because they suck. 

[Alyssa M.]

+1 for ditching BoA. They're bastards. They're all bastards, of course, but my local credit union is rather less bastardly.

[placeholdername]

I don't know, my mom has been a Bank of America customer for years upon years (as in, over two decades, just that I can remember).  Can't recall any particular problems with them.  My own personal account is with PNC Bank since they're based in Pittsburgh where I've been going to college.

But this whole thing does make me thankful that my parents gave me a weird name that isn't gender specific.  In fact, I know of only 2 other people with my first name, at least one of which is a woman (can't remember the other one).  It's kind of funny because the meaning of the name itself has almost a cross-gender vibe to it.  I'm tempted to be less vague, but you could literally find me and only me on facebook just by typing in my first name.

[Radar]

I'm sorry, but Bank of America just plain sucks. I live in the corporate office's city and I have never trusted them. The stunts they pull are just plain douchebaggery.

[Suzy]

Autumn, Autumn, Autumn!

You definitely, definitely, need some retail therapy to get you through this low spot.  Came by your store last week but you were not to be found.  Let's get together and do something fun to relieve this funk.

Kristi

[sneakersjay]

I called BOA, asked what I needed to do to change my name on my account, they said xyz which involved the court ordered name change (can't remember the exact procedure), which I then did.  Didn't need access to my account info at all.

Sometimes it helps to hang up and talk to a different rep.  I never outed myself (openly) while changing my name (ie said 'I am trans'), other than it was kind of obvious going from clearly F name to clearly M name.

Jay

[Vision]

BofA has notoriously bad customer service. Practically everyone I've ever known who had accounts with them has horror stories to tell.  It's why I won't do business with them ever again.    If I were you I would go down in person, close out my bank account, and find a good credit union to bank with instead.  Not because they didn't believe you were who you said you were, but just because they suck. 

I agree, my credit union has been awesome.  When I first set up my account, they called me.  "Your social security number has (male name)." 
"Yes."
"Well, it also has (female name)."
"Yes."
"That kind of complicates things."
"Yes."
"Oh.  Thank you."

And that was the last I ever heard about it, and when I legally changed my name, they were more than cool, so I guess it depends.

So, that was totally non-relevant, but there you are anyway.

[tekla]

1. Here at the home of BofA we all were pretty much convinced that the letters stand for Bunch of ->-bleeped-<-s.  I'm not sure in the end that any super-huge banking organization is any better.

2. Moving your money to smaller units, ie. credit unions, local banks (if you still have any left in your area) is probably better for you and for your money, and for America in general I think.

3. I know everyone gets thrilled about being able to finish life from home in their spare time and all, but I'm not so sure I would want a lot of that stuff to be able to be changed just by a phone call.  I kinda like these kinds of companies exercising some due diligence regarding changing financial records.  I'm not sure how I'd feel if a bank just let me make a phone call and change the names on the records w/o some form of proof.

4. If you have to use a bank, use a credit union.

[Autumn]

BoA has always impressed me before. I've got a fantastic interest rate on a credit card that I thankfully use as a rewards card instead of running a balance on, and it rewards me better than Discover would. It's literally impossible to change that kind of stuff over the phone anyway, since you have to mail physical copies to different entities. I don't think Citi has any physical offices here after all. I never expected to change anything over the phone, but at 130 am, I can't really go ask the bank the procedure :p

It was just BS back-patting security from the getgo. I guess I'd be bored at that early in the morning at work too.

Closing your original credit cards is a great way to reduce your credit score, as well. Spite is well and good, but nowadays you never know when a record of financial responsibility will help. You think if I tell a bank I'm looking for a loan for SRS they'll give me auto loan rates?

[Janet_Girl]

I also bank with the worst bank in the world, but I might just move to a credit union only because even though BofA got a pail-out they still screw their customers.

I when into the bank and personally asked what it took to change my account over to my new name.  A legal court order.  So when I got it, I walked in and changed it in 15 minutes.

As for the credit cards I e-mail a copy of the name change and had them drop *malename*, as I have already gotten a card in my name.  It was done on the next billing cycle.

My work told me that when I was presenting as female, I had to use the Ladies restroom.  Period. End of story.

Now it is so much easier to do things, after the name change.

Good luck, Autumn.  And maybe it is time to move forward. 

[paulault55]

I had gone to my local bank branch quite a few months before i got my legal name change to see what i needed to do, i talked with the bank manager, she was accepting and friendly and said once my name was changed that she would take care of switching everything over, she did and there were no problems, i also had a visa card and had to call them and ask what was needed, i remember sending them a fax with what i needed changed and a copy of my name change decree, they sent me a new card a couple weeks later.

Paula