Jennifer has banked with Wells Fargo since 1996, and thinks the bank must have gotten so used to her maiden name that it refuses to acknowledge her married name. No matter how often she’s complained, Wells Fargo refuses to acknowledge the name change on all her accounts and keeps sending her cards with her former moniker.

She writes:

I got married, and I decided that my married name would be on useful things such as my banking records. I bank with Wells Fargo.

Immediately upon receiving my new Social Security card, I called Wells Fargo to start the process. They informed me that I would have to go to the branch where I opened my account to fill out some paper work. I pointed out that that branch was over 3000 miles away. I was told there was nothing they could do.

Fast forward a bit (yes, I procrastinated). Wells Fargo buys Wachovia. Neat. I can use ATMs again. I go into a Wachovia branch to attempt a name change. The really helpful lady got on the phone with her counterpart at a Wells Fargo branch, and processed my paperwork.

A couple weeks later, I receive a new credit card with my married name on it. Cool. I look online, and while my credit card account has my married name attached, my checking account does not. I recheck the paperwork for the name change. It specified that it was for all of my accounts (4 total). So, I called Wells Fargo, and explained my situation. They apologize, and update it. 24 hours later, their website indicates that my married name is on all of my accounts. I am happy.

A month later: I still had my debit card with my maiden name on it. A new one comes in the mail as the expiration date is at the end of the month. What name is on the new one? My maiden name. I give wellsfargo a call, they apologize, and let me know it is corrected. The next card comes in the mail. Maiden name. Phone call. New Card #3… maiden name. Phone call. No new card. Another call. New card #4… any guesses? (I hope you guessed maiden name. That is what was on it again.)

So, today, I called them again. They told me that only the branch where I opened the account can fix it. I insist that I have already filed the name change paperwork with them. The person I am speaking to puts me on hold and talks to his supervisor. When he comes back, he tells me that neither he nor his supervisor can help me. I admit at this point I get upset. Not yelling, almost crying. He says he is going to call “the executive office”. After a really LONG hold, he comes back on, and informs me that the executive office can’t help me either, and I will have to go into the branch where I opened my account. I point out the salient facts again (military spouse, 3000 miles from branch, MY NAME IS ON ALL MY ACCOUNTS according to wellsfargo.com. He repeats that I have to go into the branch.

I am upset at this point. I mention that I feel I should begin to go through the process of closing my account with them, as they do not seem to support military families. He told me that I should do what I feel I need to do.

I have banked with them since 1996. Since I was a child. I don’t want to close my account, but I feel as if I have no choice. I want my name on my card. I do not feel that this is an unreasonable desire, especially after the boat load of paperwork I filled out for them. I am worried about how closing my accounts and opening new ones elsewhere will affect my credit, and I am worried about the hassle of switching.

It seems Jennifer has no choice but to take the hint and revert to her former name. Wells Fargo’s nostalgia dies hard, with a vengeance.

UPDATE: Wells Fargo corrected Jennifer’s accounts with her proper last name.

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