Back in 2012, I asked my wife to create a HHonors account for me. I forget why but I think I needed a number relatively quickly and didn't have access to a computer for a few days. She did this but put her first name on there. I was lazy and never bothered changing it because the rest of the information was correct and I was getting credited for the stays (plus her first name is Asian so no one ever questioned gender at check in).

Now I've finally decided to change it mostly because I can't get copies of receipts for my stays booked through Concur. Not really sure why this is as the points and stay credits post but they just don't show up in history on the website. This would be fine but I tend to stay at Embassy Suites and more often than not, they don't email me the receipt so I'm forced to call them and request for expense reports.

I didn't think it would be a big deal to change first names as the rest of the information on the account is the same - last name, address, emails, billing, etc. But I call the 800 line and was basically told I can't. Or her exact words were you can try but if you submit it you'll get rejected. Her recommendation was to apply for a new HHonors number and transfer my points. This seems like a really convoluted solution and it would be somewhat inconvenient as I'd have to update the information stored in multiple places like Concur, credit card, etc.

Is that truly my only option? Or do I just need to call back and get someone more helpful?