Transgender woman’s account blocked because ‘she sounded like a man on the phone’
Humiliated Hazel Bishop was reduced to tears when Santander first queried her ID which was still in her former name of Tim and then called the fraud squad when she rang their helpline
A BANK blocked a transgender woman’s account and called in the fraud team because she “sounded like a man”.
Humiliated Hazel Bishop, 34, was initially reduced to tears by a Santander employee who repeatedly called her “sir” at a branch.
The staff member had queried her ID which was still in her former name of Tim.
Mature student Hazel said: “I repeatedly stopped her to say, ‘No, it is madam, I am a transwoman’.
“I was in tears as I left.”
She then tried to use telephone banking but call centre staff alerted the fraud protection team.
Hazel, from Plymouth, said: “They put a block on my account because I sounded like a man.
“They don’t seem to understand the Equality Act and how to treat trans customers.
“I’ve got quite a high-pitched voice, I don’t exactly sound like Barry White.”
She was then “fobbed off left, right and centre” when she visited another branch to resolve it this week.
After submitting a formal complaint she received an apology and £300 as a “goodwill gesture”.
Santander said: “Unfortunately we didn’t handle her query sensitively.
“We’ve provided feedback to the member of staff involved.”
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