I have gotten 2 automated, utterly unhelpful messages linking me the information on how to submit a name change request. This was in response to a follow-up request that I initiated after the change had not been processed for two weeks. After a month, I called the customer service line, where after an hour, and multiple holds, I was told that yes my documents had been received, there were no issues with them, but that he was not authorized to do the name change and he would "escalate" the situation. It's now been another month and I'm just beyond frustrated! How long can erasing two letters possibly take?
