A transgender woman was humiliated after her bank account froze when a telephone banking system identified her voice as that of a man.
The anguished Sophia Reis, 47, of Carlton, Nottinghamshire, said she was "humiliated and ashamed" and is now battling with the bank to make sure that other transgender people are not treated in the same way.
Miss Reis, who moved to Nottingham 18 years ago, said she informed Santander last November that Sergio would no longer be called on the account.
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Miss Reis (pictured) moved to England in September 1997 as a single mother with her three-year-old son
She said that the bank changed her data and that her new identity was registered, but that on Thursday, August 30, she went through a traumatic experience with Santander's telephone banking staff.
Miss Reis, who works as a customer service consultant, did not pass security control and was not allowed to transfer £ 72 to a friend on her debit card.
The next day, the bank froze his account and could not pay for items at Tesco.
She said: The shame and the humiliation that I felt were incredible.
Santander apologized to Miss Reis and said he had been offered a "gesture of goodwill"
"I went to the bank in Clumber Street and I said, 'You have all my paperwork and I changed my name on November 11th.
& # 39; They said & # 39; my voice did not match my profile because it sounded like a man talking on the phone and not like a woman.
"I was crying to tears alive and I am not that kind of person at all, I am a very polite and outgoing person, but I feel that way when all I asked for was that my money was transferred … I feel mistreated.
She said that despite informing the telephone banking staff that she was a transgender woman, they did not pay attention to her. She now wants to make sure that other transgender people do not go through the same test.
"They were not paying attention to me," he added.
"I work as a woman, I identify as a woman and I look good as a woman, but for the first time in my life I felt ashamed for being who I am.
"It was humiliating to have to go to my bank and explain when all my information was at the press of a button."
She said that as a multi-billion dollar company, she should have better systems: "Santander is a multi-billion dollar company that should have a flag in its system for people who are a minority like me.
"It could have been someone with throat cancer and you can not see the person on the other side of the phone."
A spokeswoman for Santander said: "We have apologized for Miss Reis' experience when she used our telephone banking service and we offered her a gesture of goodwill.
"It was definitely not our intention to cause any offense, and our service was not as good as it should have been.
"When we verify that customers are who they say we are, we have to balance our duty to protect the security of their accounts.
& # 39; If a customer calls with his bank credentials, he should be able to pass security without problems.
Miss Reis said she went through a "traumatic experience" with Santander's telephone banking staff
"Santander works closely with LGBT + colleagues and charities to identify the barriers that exist to access our services.
"We want all our customers to receive fair and equitable treatment."
Miss Reis, originally from Portugal, moved to England in September 1997 as a single mother with her three-year-old son.
Through family circumstances, she could never address herself as a woman and settle in Grantham.
But it was during one night in Nottingham that he began to feel that the city was the perfect place to make the transition.
"For the first time in my life I saw gay and lesbian people together and nobody paid attention," he said.
& # 39; I thought & # 39; This is the place where I want to live & # 39; and in a few weeks I was working and living here.
"My son is already old and I said the woman you know will come out more often."
She hopes to have a sex reassignment surgery next year.