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Listening To The Voice Of Reason

| Working | October 6, 2014

(I’m trans*, and identify as male. For various reasons, I still sound female. My bank knows this and left a note on my account details, with my permission, explaining this should I ever have to turn up. This guy, however, took the cake. I’d had a couple of transactions show up oddly on the account, so I’ve been in touch with the fraud department to try and work out where they came from. We get the transactions sorted, and then this exchange happens:)

Fraud Guy: “So, [My Name], there’s still a few more issues with this account I’m not happy with. I’d like you to go into [Branch] with ID tomorrow to get it sorted out, if you can.”

Me: “Right. Why? I’m pretty sure I can explain everything else on the account. It was just those three charges.”

Fraud Guy: “I’m just not happy with these other charges, and I’d like you to go into [Branch] with ID to sort this out.”

Me: “Which ones, exactly?”

(He rattles off a bunch of standard transactions and at this point, I’m suspicious. But still, I’d like to give him the benefit of the doubt.)

Me: “So, again, why do I need to go into [Branch], with ID, to sort this out? The branch knows who I am. H***, they’ve had to deal with me every time I needed to use the account when I didn’t have a card for it for a month. What’s the actual issue here?”

Fraud Guy: “Nothing. We just need you to go into branch with ID and—”

Me: “Because I sound female, right?”

Fraud Guy: “Well…”

Me: “If it’s because I sound female you might as well admit it, and get it over and done with.”

Fraud Guy: “Yes. It’s because you sound female. I’m not happy about…”

(This goes back and forth for another couple of minutes, until eventually he says he wants to speak to his supervisor. This is cool by me, as long as I can speak to the supervisor as well. He leaves and is gone no more than two minutes.)

Fraud Guy: “So, I’ve spoken to my supervisor, and they’ve seen a notice where your name’s been changed and I can see now where the issue was.”

Me: “Mmhmm.”

Fraud Guy: “And to prevent this ever happening again I’m going to leave a note on the account explaining all this…”

Me: “Like… the note that was already there, huh?”

Fraud Guy: “Well, it wasn’t very clear, so I’m just going to put another one in, and hopefully this will never happen again.”

(That notice was so hard to find that he went to speak to his supervisor, and the supervisor looked it up, showed him, spoke to him, and then he managed to come back to explain this all to me… within two minutes. There’s fraud prevention… and then there’s just ignoring everything you have sitting in front of you because the guy’s voice sounds a little strange!)

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