Legal name change/locked out of account

[LuckyLuciG]

Hi, Ive been on SC for about 5 years and I love it. My legal name changed due to divorce and I submitted all the documentation to the support team through email and they were very helpful and quick to respond, until they intentionally rejected my existing documents so I could re-do the verification with my new name. My new documents keep getting rejected because my new name doesn't match the name on file, so now I am locked out of my account and support has not followed up for almost 24 hours. I am panicking a bit because I really need to work. I do understand it is the weekend and I am trying to be patient, but the inability to work is kind of scary because I've never had any problems with SC before, it's been so smooth. Does anybody know if the escalations team is there on the weekends or should I remain calm until Monday? (I waited for a while after my divorce to change my name because I was so scared of this exact thing happening)

 

[Natural9]

Maybe @Stella_SC can help

 

[LuckyLuciG]

This has become an absolute nightmare situation, I have been locked out of my account for three days and for the first day every support person I spoke to knew exactly what to do confirmed I had all of the correct documentation and told me that we were on the right path, now I keep getting responded to by different support staff. Everybody keeps telling me a different problem and I can just appeal it again if I have an issue. Eight different people have spoken to me on an email chain of 20 emails. They locked me out of my account “so they could update my name” but now they won’t update my name and I have no access to my account. This is an absolute nightmare. This is my only income and I am in tears. I have been with this account for five years… I thought updating my name to my legal, correct name was the right thing to do, but now I feel it was the biggest mistake of my life.

 

[Stella_SC]

Hello @LuckyLuciG

Sorry to hear that this has been such a difficult process! I will PM you to obtain more information so that I can follow up with our Support team.