Originally Posted by Island

It is unusual to have a former first name and that is why they want documentation to insure the two accounts are for the same person.

Faxing the document into the general fax line puts you into a new queue and it is worked FIFO. It may be a week or 2 or 3 before it gets worked. If you are anxious to get it done, call back; ask for a supervisor to explain the situation and request to fax it directly to that person, who will most likely work it promptly.