Remember how a few months ago I had a positive interaction with Lending Club regarding deadnames on 2FA emails? Well, the other day when I logged in it required a 2FA email and, amazingly enough, they actually fixed the problem! I hope more companies actually start to take these complaints seriously and fix issues with how they handle trans peoples' names.
fluffy rambles (customer service)
Rambles that are fluffy, by fluffy
A couple weeks ago I started getting 2FA emails from Lending Club (an online peer-to-peer broker for loans and investments thereof). 2FA is of course a good thing, but less good is when the 2FA emails are addressed to my dead name, rather than my current, legal name.
So, I forwarded it along with a complaint about what was wrong, and fully expected to be brushed off like most companies do. However, they actually responded amazingly, with an explanation of the problem, an apology for it, and a commitment to fix it!
To all the other companies I’ve experienced this issue with: this is the right way to respond.
Thank you for your patience while I took a deeper look into your inquiry. Please know that I was able to find out the reason why the emails you are receiving use your previous name when your current name listed on your account is [current name].
When our engineering team set up the notification emails for our two factor authentication security feature, the source that they used to pull investor data from was the credit reports at the time of account creation, rather than the name listed on the account currently. I do apologize for this and please know that your case has been escalated to our engineering team in the hopes of fixing this issue.