Zoë O'Connell
@zoeoconnell.co.uk
Platform Engineering geek, former Cambridge City Councillor, Westminster candidate & ex-Army Reservist with Coeliac disease and ADHD.
"There is no doubt that Zoë O'Connell is an interesting and colourful personality" - Labour attack leaflet
"There is no doubt that Zoë O'Connell is an interesting and colourful personality" - Labour attack leaflet
It is now with a human for support. At this point, I would expect to be fobbed off because they don't want to have to escalate... but I am now darkly facinated how this is going to play out when their own AI dumped them in it.
December 2, 2025 at 11:35 AM
It is now with a human for support. At this point, I would expect to be fobbed off because they don't want to have to escalate... but I am now darkly facinated how this is going to play out when their own AI dumped them in it.
ESCALATION PATH
This appears to be a system-level character encoding limitation in the (cloud provider) payment processing infrastructure. The issue requires backend system updates to properly handle Unicode characters and international name formats."
This appears to be a system-level character encoding limitation in the (cloud provider) payment processing infrastructure. The issue requires backend system updates to properly handle Unicode characters and international name formats."
December 2, 2025 at 11:35 AM
ESCALATION PATH
This appears to be a system-level character encoding limitation in the (cloud provider) payment processing infrastructure. The issue requires backend system updates to properly handle Unicode characters and international name formats."
This appears to be a system-level character encoding limitation in the (cloud provider) payment processing infrastructure. The issue requires backend system updates to properly handle Unicode characters and international name formats."
IMMEDIATE WORKAROUND
Continue using the current workaround of omitting the apostrophe when entering the cardholder name during payment processing. While this may occasionally trigger bank anti-fraud measures, it allows payment completion.
Continue using the current workaround of omitting the apostrophe when entering the cardholder name during payment processing. While this may occasionally trigger bank anti-fraud measures, it allows payment completion.
December 2, 2025 at 11:35 AM
IMMEDIATE WORKAROUND
Continue using the current workaround of omitting the apostrophe when entering the cardholder name during payment processing. While this may occasionally trigger bank anti-fraud measures, it allows payment completion.
Continue using the current workaround of omitting the apostrophe when entering the cardholder name during payment processing. While this may occasionally trigger bank anti-fraud measures, it allows payment completion.
"ROOT CAUSE
The (cloud provider) payment verification system appears to have character validation restrictions that do not properly handle apostrophes in cardholder names, particularly affecting Irish surnames like O'Brien, O'Connor, etc.
The (cloud provider) payment verification system appears to have character validation restrictions that do not properly handle apostrophes in cardholder names, particularly affecting Irish surnames like O'Brien, O'Connor, etc.
December 2, 2025 at 11:35 AM
"ROOT CAUSE
The (cloud provider) payment verification system appears to have character validation restrictions that do not properly handle apostrophes in cardholder names, particularly affecting Irish surnames like O'Brien, O'Connor, etc.
The (cloud provider) payment verification system appears to have character validation restrictions that do not properly handle apostrophes in cardholder names, particularly affecting Irish surnames like O'Brien, O'Connor, etc.
I proceed to open a case. There is *also* a helpful AI bot that does the first reply to a case to suggest things. That one adds this:
December 2, 2025 at 11:35 AM
I proceed to open a case. There is *also* a helpful AI bot that does the first reply to a case to suggest things. That one adds this:
If the issue persists after following these steps, the payment verification system may need to be updated to properly handle Irish surnames with apostrophes without triggering false fraud alerts."
December 2, 2025 at 11:35 AM
If the issue persists after following these steps, the payment verification system may need to be updated to properly handle Irish surnames with apostrophes without triggering false fraud alerts."
So it merrily pops up first with this on the "have you tried this before bothering us with a case" page:
"The system should accept legitimate cardholder names including those with apostrophes as they appear on official banking records.
"The system should accept legitimate cardholder names including those with apostrophes as they appear on official banking records.
December 2, 2025 at 11:35 AM
So it merrily pops up first with this on the "have you tried this before bothering us with a case" page:
"The system should accept legitimate cardholder names including those with apostrophes as they appear on official banking records.
"The system should accept legitimate cardholder names including those with apostrophes as they appear on official banking records.
This time, however...
Said cloud provider has generative AI trying to help with support requests. Of course, it has been trained on all their support pages, including presumably ones that explain that apostrophe issues need resolving in software or in the web application firewall settings.
Said cloud provider has generative AI trying to help with support requests. Of course, it has been trained on all their support pages, including presumably ones that explain that apostrophe issues need resolving in software or in the web application firewall settings.
December 2, 2025 at 11:35 AM
This time, however...
Said cloud provider has generative AI trying to help with support requests. Of course, it has been trained on all their support pages, including presumably ones that explain that apostrophe issues need resolving in software or in the web application firewall settings.
Said cloud provider has generative AI trying to help with support requests. Of course, it has been trained on all their support pages, including presumably ones that explain that apostrophe issues need resolving in software or in the web application firewall settings.
A common issue. I was a bit grumpy this morning so unusually decided to prod them about it, via a support case. These support cases usually go nowhere because first line support do not understand it is not an issue I can resolve without changing my name.
December 2, 2025 at 11:35 AM
A common issue. I was a bit grumpy this morning so unusually decided to prod them about it, via a support case. These support cases usually go nowhere because first line support do not understand it is not an issue I can resolve without changing my name.
No doubt the Good Friday Agreement as well as the Common Travel Area agreements have something on this topic.
September 25, 2025 at 4:28 PM
No doubt the Good Friday Agreement as well as the Common Travel Area agreements have something on this topic.
89/58.
Which is not always compatible with standing up.
Which is not always compatible with standing up.
September 22, 2025 at 11:35 AM
89/58.
Which is not always compatible with standing up.
Which is not always compatible with standing up.
Next week in the Sunday Telegraph: “UK-wide speeding law descends into row after John Smith, 62, says he would rather not pay fine”
September 21, 2025 at 9:28 AM
Next week in the Sunday Telegraph: “UK-wide speeding law descends into row after John Smith, 62, says he would rather not pay fine”