A mum says she’s been mistaken for a man on the phone because of her deep voice for so long that she now poses as a bloke named Derek.
Lorraine Chademunhu, 42, has been mistaken for a man for a decade and says using the phone to contact her bank is nearly impossible because staff don’t believe it’s her.
Although she has to prove her identity for banking, when it’s something like a restaurant booking, the mum-of-two from Chessington, Surrey, just gives in and books under a man’s name.
Her voice became a problem when her local branch of Barclays closed, and she was told to use telephone banking as she said she’s continuously quizzed every time she rings up.
She said she spends ‘at least twenty minutes’ arguing back and forth with a member of staff.
But every time she makes a formal complaint, staff tell her they have added a note on her account for future employees – but she said it makes no difference.
Nurse Lorraine said: ‘I can’t even add up the amount of hours I’ve spent on the phone being passed from pillar to post.
‘I’m just so insulted and humiliated.
‘I get it all – Sir, Mr Lorraine, buddy, the list goes on.
‘I tell them you are speaking to Lorraine and then they just turn around and say “well is she there?”.
‘I try to avoid using telephone banking as much as I can.
‘But if I lose my wallet, my card or can’t log into my online banking I have no choice.’
With other services, she just uses her male alter ego but with banking, she has no option but to insist she is really Lorriane.
She adds: ‘When I book a table at a restaurant I just give the name “Derek” to save hassle.
‘If I have to phone the AA when I breakdown or if I’m calling someone to fix the house I just go along with being a man to make life easier.
‘That I’m used to and I can understand as my voice is deep.
‘But when it’s my own personal account and I’ve told them time and time again about it, it’s just poor customer care.
‘I provide them with my mother’s maiden name, the address I have lived at for years but none of it is good enough.
‘I do get that security measures are a thing but this isn’t as if this has happened, once, twice or even just a dozen times.
‘It’s almost like I have to grow a pair of balls.’
Lorraine has even had her account blocked multiple times because of her mistaken identity.
Last week while going through the security checks with Barclays, Lorraine was addressed as ‘Sir’ at least 19 times when phoning for a new bank card.
Lorraine said: ‘This has only been a problem the past ten years.
‘Usually, when you phone up you’re redirected to India and because of the language barrier they just think I’m a man.
‘But even when I get put through to someone in the UK I still have to jump through the same hoops and reach the same conclusion.
‘Last week they were ending every sentence with “Sir”.
‘I have honestly just had enough.
‘The thing is I have other accounts with Lloyds and Halifax and I’m able to get around that because they have voice recognition.’
Lorraine says she doesn’t bother putting on a higher pitched voice to call the bank – because she doesn’t understand why she should have to.
Lorraine has thought about changing banks but she says that would be too difficult as it’s tied up with her house.
She also works unsociable hours so she doesn’t have time to go into the bank, so a phone call is her only option.
She said: ‘I’ve just had enough.
‘It’s not fair on me. It’s emotionally draining having to prove who I am.’
A spokesman for Barclays said: ‘We have apologised to Miss Chademunhu for the inconvenience she has experienced.
‘Protecting our customers’ accounts is our top priority, and we have robust measures in place to identify and verify a customer when they call.
‘We have reached out to Miss Chademunhu to implement a verification process that will identify her more quickly in the future.’
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source https://metro.co.uk/2019/11/11/mum-so-sick-of-being-mistaken-for-a-man-she-poses-as-a-man-named-derek-11078244/
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