Enpara Rejected My Onboarding Over Gender Mismatch On My ID

On June 9, 2026, between approximately 8:00 PM and 9:00 PM, I attempted to open an account with Enpara for the first time through the mobile application from Istanbul, Turkey. During the video call verification step with the customer representative, my ID card was scanned again and I was told there was a mismatch between the gender marker on my ID and my appearance. At first, this was not explained transparently. The representative only mentioned that there was “a system issue” and then suddenly asked me whether I was undergoing “any legal process.” Since this question was not clearly explained in context, I assumed it was related to standard banking procedures and answered “no.” Only after that did the representative state that the system had flagged a gender mismatch error. I was taken by surprise by this approach and was unable to respond as clearly as I would have liked in that moment. I did, however, state that I had never encountered such an issue with any other bank and that I did not want any of the information I had provided to be processed. The representative then ended the call, saying that my onboarding process could not be completed. In addition to the discriminatory and hurtful nature of this experience, I was not given any clear written or verbal information about how my personal data from this failed onboarding process—such as the ID scan and video recording—would be stored, processed, or deleted. I am therefore concerned about what will happen to my data and under which legal basis it is currently being held. Following this incident, my expectations from Enpara are as follows. I request a clear, written explanation of the exact criteria and procedure behind this “gender mismatch” flag and on what legal and technical grounds this decision-making process is based. I also expect Enpara to introduce a non-discriminatory, respectful verification procedure for cases like mine, instead of outright rejecting the onboarding solely due to a system flag about gender. Additionally, I request a formal apology for how the situation was handled during the video call, including the lack of transparency and the way the questions were asked. Finally, I request the complete deletion of all personal data I submitted during this onboarding process, including any ID images, video recordings, and related records, and written confirmation that this deletion has been carried out. I ask that Enpara review this incident seriously, take the necessary steps to prevent similar experiences in the future, and inform me in writing regarding both the outcome of my request and the measures that will be implemented.