This is an almost intentionally bad interpretation of the guidelines and definitely against the spirit of MasterCard TrueName, after (nicely) asking them to escalate it they suddenly were able to help.

But all in all this doesn’t match the experience that friends have had before (as in, theirs was a lot better), and was somewhat disappointing and hurtful. I wonder if, since anecdotally the response times also increased a lot, they laid off a bunch of support staff.

(4/4)

Once I did that — and I started out with wanting to set a preferred name in my first message — they kept deadnaming me in every message and making me wait for ages, until I finally got escalated to a person with permissions for it.

They also continued the deadnaming, and once I told them about the name I wanted them to set (Dead, Lastname -> Hazel, Lastname), they told me it didn’t have enough semblance with my legal name to accept it.

(cont. 3/4)

I opened an account, wasn’t prompted with a field for preferred name, but then had the “option” to pick it for my card, which fell back to my deadname. But there was also no navigation or support option to fix that. So, I had to order a card with my deadname and activate it to get into the app at all and contact support.

(cont. 2/4)