A transgender woman had her bank account frozen after a phone banking system identified her voice as male.

Sophia Reis was 'humiliated and embarrassed' when she failed the security check for Santander.

The 47-year-old said she was told her voice did not match her profile because it 'sounded like a man and not a woman' - even though she'd informed staff that she was transgender.

Ms Reis, from Carlton in Nottinghamshire, is now trying to make sure other transgender people don't have to go through the same ordeal.

For the first time in my life I felt embarrassed about being who I am. Sophia Reis

She said: "The embarrassment and humiliation I felt was unbelievable. I am a very courteous person and I am outgoing but to feel that way when all I asked was for my money to be transferred, I feel mistreated."

Ms Reis informed Santander last November that she would no longer be called Sergio on the account.

Her new identity was registered but last Thursday (Aug 30), she was blocked from transferring money to a friend and the following day her account was frozen.

Santander apologised to Ms Reis and said it was not their intention to cause offence. Credit: BPM Media

She said: "I went into the bank in Clumber Street and said 'you have got all my documentation and I changed my name on November 11.' They said 'my voice did not match my profile because it sounded like a man on the phone and not a woman.'

"The whole situation is inadmissible. I work as a woman, I identify myself as a woman and I look good as a woman but for the first time in my life I felt embarrassed about being who I am.

"It was humiliating having to go into my bank and to explain myself when all my information was at the click of a button."

A spokeswoman for Santander apologised and offered her 'a gesture of goodwill'.

They added: "It was certainly not our intention to cause any offence, and our service was not as good as it should have been. When verifying customers are who they say they are, we have to balance our duty to protect the security of their accounts.

"If a customer rings up with their banking credentials they should be able to pass security with no problems. Santander works closely with LGBT+ colleagues and charities to identify the barriers that are in place to access our services. We want all of our customers to be treated equally and fairly."