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Today I finally got in touch with Kia’s corporate customer service after filing a complaint yesterday, and they said that they also haven’t been able to get in touch with the dealership.

I asked them how I can go about getting a loaner, and they said that it’s up to the dealership to do so. If the dealership doesn’t have a loaner available, then they have a rental reimbursement program.

I asked about that, and the answer was that from the time the car is diagnosed, if there’s a long-term repair that needs to take place, then they will reimburse the rental fees. However, they will only do so after the car has been diagnosed, and as far as I can tell, it has not. I asked them why the policy was based on diagnosis time rather than dropoff time, and their response was that it is Kia’s policy to be that way.

I said that for me the issue is that I’m without a car, and that it shouldn’t matter when the car is actually diagnosed, what should matter is when I am without a car. It seems to me that the service center has absolutely no incentive to actually move forward on things based on this policy, because it means they can just hold on to my car for months without any forward progress and any compensation to me.

The CSR said that she would file a complaint on my behalf about this policy, but that for now, Kia’s policy is that the reimbursement period only begins when there’s a diagnosis. And she will try to find out if there’s been a diagnosis, but the dealership hasn’t been responsive to Kia Corporate either.

So, yeah. Kia has great cars but their customer service is FUCKING AWFUL and based on this series of interactions (and lack thereof) I can no longer recommend Kia vehicles. Which is sad, as of all the current EV manufacturers available in North America, they have the best value proposition (and some of the best EVs available in general).

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Lending Club update

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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.

Shout-out to Lending Club!

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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.