As you are aware, I have been going through a name change. You can read about that on this site, but this one I wanted to share for everyone as it is very weird to me.
Name Reversion
I have a credit card that my spouse is an authorized user on. My spouse has a credit card with this same bank that I am an authorized user on. It is a different type of credit card, but with the same institution. I submitted my documents and changed my name, my card was updated and my online profile was updated. My spouse has submitted the name change, but it has not been processed yet, so they still know me as Jerry. There system made my spouse recombine our online accounts, so my online profile reverted back to “Jerry”.
Attempting Resolution
I called customer service and was told to call their web access team, so I did. They tried a few steps then told me they could not fix it. Basically an account that I am simply an authorized user out outweighs the account that I am the primary where they have all my personal informaiton verses just some of it. I communicated to them how this is shocking to me and why would they do this. They could not really answer the question, which it was really just retorical because I knew they couldn’t answer that. To me it is like the story shared previously where Wells Fargo used someone name at time of birth from an account over 10 or so years old instead of the information used on the pre-approval and to open the account.