Here is a letter I just sent to my bank:
Mx. Sally XXXX
The Co-operative Bank
25 January 2015
Dear Co-Operative Bank,
I’m writing to you to say I am planning to move my banking to RBS if certain issues are not resolved within one month of the date of this letter.
In July 2014 I phoned Telephone Banking to update my title from “Miss” to “Mx.”. This was done, and I started receiving statements, debit cards, and cheque books with my correct title. However, my title remained as “Miss” on Internet Banking and the Mobile Banking app, and whenever I phoned Telephone Banking I was addressed as “Miss”, even after correcting the person I was talking to. When I asked for this to be corrected, I was told your computer system did not allow it. I explained that calling me “Miss” misgenders me and that this hurts and asked for a request to be passed onto the IT department to allow the title “Mx.” To be used. Six moths on and I’m still being misgendered every time I phone you, log onto Internet Banking, or use your mobile app. This is not good enough and is wearing me down psychologically. You need to fix this by 25 February 2015 in order to keep me as a customer.
Several years ago, a person my then-partner and I were sharing a house and joint bank account with moved out. We filled in your form to apply to take their name off the account and they separately informed you of their change of address. They started receiving their own bank statements at their new address, as well as my then-partner’s and my own. We phoned to ask you to sort this out and you sent more forms to fill in and return. We did this and our addresses were corrected on your records. When I checked my credit record in August 2014, I found that I am now recorded as having lived at that old housemate’s new address. I never have: your incompetence has caused this error.
In August 2014, having broken up with the previously-mentioned then-partner, I moved out of the home we shared, and called you to request my name be taken off our joint accounts, and to change my address. You sent the forms, I filled them in, giving you the address I was moving to, as well as a friend’s address as my postal address (my post not being secure at my new address). Shortly after, my friend received bank statements and a credit card addressed to my ex-partner at my friend’s address. He phoned to explain how dangerous this is: fortunately, the break-up was reasonably amicable and my ex is not abusive, but didn’t know this. I could have been fleeing a violent relationship and your actions could have resulted in my ex finding out where to go in order to kill me. My friend explained this to you over the phone, and requested that you immediately correct my ex’s address details without informing him what of you had done, and to send us (my friend, and I) a letter confirming that you had done this, and explaining how you will ensure this never happens again. You agreed to do this. My friend didn’t receive any more post from you for my ex, but we are still waiting, five months later, for that letter.
Twice, several years apart, you have made the same error. This negligence could result in someone’s death and you would be directly responsible. I need to receive this letter, with a satisfactory explanation of how you are making sure you never do something like this again by 25 February 2015 if I am to stay with you.
I’ve been a Co-Operative Bank customer for 15 years. I chose you and have, so far, have stuck with you because you call yourselves an “ethical” bank. However, continuing to misgender me when I’ve explicitly asked you not to is not, in my opinion, ethical, and neither is putting customers at risk of violence through incompetence. RBS have announced that they now allow customers to use the title “Mx.” and I feel like we will bet on better.
I hope you can sort this out within the deadline I’ve given, as I’d like to stay with an “ethical” bank, but I don’t feel like staying with you is safe for me physically or mentally if these issues aren’t resolved.
Mx. Sally XXXX
Edit 28/01/2015: it turns out RBS don’t actually call people by gender neutral titles either. All that trumpeting in the media back in November 2014 was just that, they were only “considering” it and, three months on, they’ve either dropped it or are still “considering”. It feels like all the media crowing about how they’re wonderful about equality was just to shut those silly queers up who keep pestering for trivial things like not being misgendered every time they call their bank. Here’s a screenshot of a reply from their customer service account saying it’s they’re “unable to offer this”: