Hey @PayPal @AskPayPal can you please explain why your customer service just told my transgender spouse (who they refused to stop deadnaming) that they have no way to change a name with a legal court order?
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PayPal needs a better process for this - they’re adhering to legal reqs and preventing attackers from putting their name on your account. PayPal pulled out of NC because of bathroom law, it offers employee partner benefits, and supports employee diversity: paypal.com/stories/us/buildi…
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If they truly support D&I efforts, then why did they continue use the person’s deadname after they were asked to stop? Even if there isn’t a process for trans folks yet, basic courtesy and treating them as a human while they try to sort it out is better than this
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I agree, they need to revisit their procedures. My guess is the agent is directed to always use the account holder’s name. Could be a financial regulation or just a decision made long ago. The agent isn’t individually deciding what to do, there’s a process they’re following.
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Keep in mind that there are a LOT of scammers, so it could be this policy is to prevent someone from calling up and asking to be now called “I.P. Freely” etc. Every policy change has to achieve its objective while simultaneously not expand the threat surface.
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Replying to @bilcorry @tsunamino @GamingLawyerJ @PayPal
I spent seven years at PayPal, internally they are very committed to D&I. Hopefully the @AskPayPal folks will ensure Dan gets this in his Monday morning inbox, because I know he’ll make this right if he knows about it.

Feb 4, 2019 · 1:09 AM UTC

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Replying to @bilcorry @tsunamino @PayPal @AskPayPal
I understand people being concerned about scammers, but we literally submitted a decree from a California judge stating that my spouse changed their name. (Not to mention my spouse's SSN is attached to the account too.)
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We only called the company a week after we had submitted the document through the website, and the response from the first customer service rep was that they NEVER change first names and they offered to close my spouse's account. That's PayPal saying "trans people aren't wanted"
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