So I legally changed my name a while back for reasons[tm] and have been through all the appropriate hoops and had my drivers licence and passport changed so I figured I should get my hertz account changed to reflect the updated driving licence to avoid any rental problems.

Man that was a bad idea - after they changed it (with a lot less effort required than some other organisations I can tell you) I stopped being able to login with an error "Member name does not match [NEX179]" so I went back to them and after a while I got a notification saying that it was fixed and when I logged in my name had changed back to my old name - some fix!

So I asked them to change it again, which they did, and I warned them about the error from last time and that was predictably ignored. So now I'm stuck with this error and it's in the black hole of Hertz customer support where apparently they needed a screenshot of the error code to debug it which mystifies me.

Given I have a background in the kind of systems they are using it seems bloomin obvious to me that the member name is stored in multiple database locations and there is some kind of check between the fields but I can't seem to get that across to them. Does anyone have any information on how I could escalate this without having to go through customer support/gold service emails or the webchat/phone system - alternate complaints emails or similar ? Maybe I should just post them a letter!

I'd have just created a new account but I wanted to transfer the existing, reasonably healthy, points balance across! But should anyone else want to change their name with Hertz, unless you have status earned from usage (mine is from a CC) then don't - create a new account as it will save you hassle!