SEATTLE — The Seattle Office for Civil Rights is investigating a claim that Lizzi Duff was denied access to her own account at Peoples Bank because she is a transgender woman.
QUICK FACTS:
- Complaint says it relates to "unfair public accommodations practices"
- Duff said customer service did not believe she is female
- The bank said in a statement it does not discriminate.
"They said they couldn't give me the information because they had this account listed as Lizzi Duff, female. And I said that's me! I am Lizzi Duff, female. Your records show that. She hung up me. They hung up on me," said Duff.
The city agency would not give details, but a copy of the complaint says it relates to "unfair public accommodations practices with respect to denial of full enjoyment [of] services due to gender identity in violation of the Seattle Public Accommodations Ordinance."
"We want everybody to know and businesses, anyone who provides a service, to know you cannot treat people differently based on their protected class," said Patricia Lally, director of the Seattle Office for Civil Rights.
Duff said she called the bank back in November for her account balance. She said the customer service agent refused to believe that she is a female and would not provide her account information even though she successfully answered security questions. Duff said this happened two times.
She said she alerted the bank manager about the issue and asked if employees could sign up for gender sensitivity training with the Gender Justice League, but said repeated requests were ignored.
"Cultural Competency Training [which is the current language we use instead of sensitivity training], includes informing people about best practices and procedures when serving trans individuals, and cultural education to avoid unintentionally insulting or causing harm to the trans community," said Tobi Hill-Meyer, of the Gender Justice League.
"Because the original issue was not just an employee being insensitive but a policy of refusing service to people whose voices don't sound how you would expect based upon their gender, we would want to provide training both for employees but also for managers to identify policies that can be improved to avoid situations like this," Hill-Meyer added.
Duff said she filed a complaint with the city after she could not get any response from the bank.
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"It's also important to note that due to the lack of skilled workplace trainers on this topic, historically, many organizations have invited a random trans person or two to come in and 'tell their story' and called that a training. That does a big disservice to all involved and likely wouldn't be tolerated in any other area of workplace training. Gender Justice League has a network of associated workplace trainers each with 10-20 years of experience who are experts in their field and whose services are sought all around North America," said Hill-Meyer.
The bank released a statement.
"The City of Seattle Civil Rights Office has a well laid out program that works to resolve complaints."
Repanich added, "In response to her attempt to obtain information by phone:
In today's world of identity theft and account compromises, we are constantly balancing providing a higher level of customer service with protecting customer's private and confidential information."
"I don't want money. I don't want damages. I simply want the chance, we simply want the chance to change the trans-ignorant and trans-phobic culture at Peoples Bank," said Duff.
Duff and other trans advocacy group members are planning a protest at the Ballard branch of Peoples Bank on Saturday at noon.
The Seattle Office for Civil Rights is a resource available to not just transgender people, but anyone facing discrimination of any kind. Click here for more information.