I Just made USAA's computer panic

[Ravin]

I want to make it clear up front that I'm getting very good customer service.

When I called to update my legal name and gender on my banking and insurance stuff, the customer service rep was very helpful and friendly. I was addressed as "Ms." right up until I specified the gender change, then she went with "Mr." without missing a beat.

Her computer, however, had its programmed little mind blown by the attempt at gender change--it took the new gender no problem, but then it didn't want to keep my husband's and my marital status the same because it's not legit for our state.

I'm on hold while she tries to figure it out. Poor young woman...I hope I don't mess up her performance quota for the day with my complicated life!

Okay, so they want documentation...that's cool.

Not so cool is that they said that in order to be in compliance with state law they have to list us as cohabitants, not married...which will affect things like our joint policies...

um...ugh! I think I might need a lawyer.

[VickySGV]

Yes, I would check with an attorney, I have no idea what that status would mean.

[Charlize]

Oh Ravin i'm sorry you've hit that one. I'm so glad that NJ finally allowed for same sex marriage so i haven't had that hassle. The recent Supreme Court ruling helps with 30 states now. Pity they didn't make it universal. You will probably be OK but the difficulty should not exist.

Hugs,

Charlize

[Guest LizMarie]

The wheels of justice turn slowly, often far too slowly for true justice to those most affected. Sadly, it's all we have.

[Ravin]

I could probably sue them. Except I'm poor. So I'll probably just send them the name change documentation and ask them to disregard the gender change request.

I did send an inquiry to Lambda Legal, but I predict it's one of those things that people work around rather than challenge. Marriage law tends to be about death and divorce, not insurance breaks.

[Carolyn Marie]

I wish you much luck, Ravin. Bureaucracy has neither rhyme nor reason nor soul. It just IS.

HUGS

Carolyn Marie

[Ravin]

I went and complained on their fb page, just on general principle.

[Ravin]

Looks like it'll be a moot point soon anyway:

http://www.freedomtomarry.org/blog/entry/9th-circuit-rules-in-favor-of-the-freedom-to-marry

With the 9th Circuit ruling Idaho and Nevada's same sex marriage bans unconstitutional, the expected district court ruling on Arizona (expected any day now) will almost certainly follow accordingly.

[Bulldog1948]

We're still waiting on the 6th Circuit to hand down their ruling. We're hopeing that Kasich [gov] and Dewine {att gen] don't try tocause any problems. Maybe Rob Portman will have a little talk with them, he's a pretty powerful US Senetor here in Ohio.

Mike

[Ravin]

here is the body of the letter I'm sending with my new ID they requested me to fax:

As requested in my phone conversation with one of your representatives on 8 Oct 2014, I have attached in this fax my new social security card and state driver’s license ID.

I was told over the phone that upon updating my gender status, your computer system automatically updated my marital status (and, presumably, my husband’s) to “cohabitants.”

I understand USAA’s policy stance on same-sex marriage is to restrict marriage benefits connected to USAA accounts to same-sex married couples who reside in states where same-sex marriage is legally recognized.

However, as a transgender person who has transitioned after marriage, my situation is legally different. There is a strong legal presumption that if a marriage is legal in the time and place where it was made, it remains so unless and until a court annuls or dissolves it. I have been married to my husband for fifteen years. We were married in the State of Arizona. Our marriage was legal and valid before my gender transition and no court has annulled or dissolved it. It thus remains legal and valid.

I realize my situation is an unusual one (though it is by no means unheard of). If you are unable to override default computer programs for individual exceptions, please contact me with an appropriate solution that does not involve illegally disregarding my longstanding marriage which USAA has never previously questioned. You should reasonably require no further documentation on it today than you did when my husband and I first became members.

Oh, and my little complaint on USAA FB's page was replied with a request for more info and an email address, so after I send the letter and documents tomorrow, I'm going to email that contact.

[Guest ashleynikole]

That is very nice Ravin.

Will you come help this lady fight her stupid insurance company to cover a medically necessary treatment plan? Hahahaha.

I'm interested to see how this turns out.

Good luck

Ashley

[Guest CassieX]

Hi Ravin, I had the same situation last year with USAA in Virginia till I pointed out that my marriage was Federally recognized and also international to boot. It's more a case of their computer software is'nt upgraded properly which I find mind boggling as they knew about this last year. I would definately resist the policy increase. I did and they coded my marriage as international to make the software work. Of course it's all a moot point for me now that sanity rains in Virginia now.

Good luck on getting this fixed. Politely stand by your rights and hopefully your customer service rep will get it right.

Cassie

[Guest Melissa~]

The bank has no right to nullify a legal marriage. Some states around the world do nullify marriages when a spouse has a sex change. That's never up to a private institution though.

[Ravin]

Melissa they weren't nullifying it, they were simply not going to recognize it.

I gave them a few weeks to process the fax I sent and update their system to reflect the new legal status of same address marriage in Arizona, and called today. And it only took five minutes, including holds.

Takeaway: USAA is great about name and gender change, unless, if you have insurance with them, your transition puts your marital status as same-sex in a state that doesn't recognize same sex marriage.

[Guest MonikaDean2014]

I have USAA as well, but I imagine how I live in California, their computer program won't have an issue with it? We'll see when I begin the name change process later next year.,..hehehe

[Guest JennaR]

Monika,

I have USAA as well and changed all my info last month. They didn't give me the slightest bit of trouble, though when I requested a new debit card the one that arrived still had my old name, despite their records now showing Jenna. I had to fill out and upload an amended signature form, so I recommend asking them about it right off the bat.

Jenna