Issues with name change

[EnergyCreatesReality]

Not sure if this is really finance but I’m currently trying to get hold of a copy of an old loan agreement for a car I had a few years ago through PSA Finance however I’ve since got married. The agreement is in my maiden name and even though I’ve sent over a copy of my marriage certificate, passport and driving license they are refusing to accept these as ID and told me I need something else to prove my name changed!

If my marriage certificate was good enough for the DVLA and the Passport service to change my driving license and passport then I can’t see why PSA won’t accept it. I’m not getting anywhere with them, just keep being told it’s not acceptable. Any ideas what else I can do?

Just to add that the FAQs on their website says that a marriage certificate is all that’s needed

You need to ask them what specifically they need - nobody here can answer this

The call centre person suggested a copy of deed poll but I didn’t change my name via deed poll so all I have is the marriage certificate which I explained and just got told they couldn’t help. I’m going to try calling again in the hope I get someone sensible or if I can get through to a manger.

Is it that they need to see an original document, not a copy?

I’m happy to send the original if that’s what they need but am slightly vary about getting it back if I’m honest!

I suppose this post is more of a rant as I originally sent the scanned copy over in January and still not getting any further with finding out what they actually need from me as I can’t seem to get a straight answer.

They are being ridiculous you don't need anything other than your marriage certificate refer back to it again and again if necessary and ask about there formal complaints procedure