Consumer complaint received 2026-04-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: ZIONS BANCORPORATION
State: CO

Complaint narrative:
In XXXXXXXX XXXX XXXXXXXX my wife submitted name change paperwork to our bank to have the mortgage information changed to reflect her new legal name. Nothing was done with these documents by the bank until XX/XX/XXXX when she realized it had not been done and contacted them again to have this information corrected, to support us getting a HELOC loan. However, they changed MY name on the account without my consent. None of the documentation she provided had my information on it, there was absolutely no consent given to change my name on my mortgage account. On XX/XX/XXXX we both called the customer service line ( XXXX ). The representative she spoke with said we would need to resubmit all the paperwork for the name change, but would not speak about how to change my name back to the correct one on my account. The representative I spoke with apologized for the mistake, and said it would be resolved with correct names by XX/XX/XXXX. On XX/XX/XXXX I called the service line again because nothing had changed ( XXXX ) and spoke with an escalation specialist who refused to discuss my mortgage with me because my name did not match any name on the account. I added my wife to the call who confirmed that I am a cosigner on the loan, and the representative confirmed that my name and signature were on the original loan documents. I asked the representative to tell us when I approved a name change to my account and they said they could not. I asked if my name was on any of the documentation submitted for my wife 's name change and they confirmed I was not. They said they would have a supervisor contact us before end of day to explain how we can solve this problem. The supervisor contacted my wife around XXXX XXXX on XX/XX/XXXX and was extremely rude to her, telling her that " your name is wrong '' despite having submitted name change documents in XX/XX/XXXX. She said that we would both need to submit handwritten, dated, and signed documents confirming our identity before they would correct their mistake on our account. We submitted these documents per their request through the online messaging portal on XX/XX/XXXX at XXXX MST. Changing my name without any approval, and subsequently barring me from accessing information about my mortgage, is deeply concerning to me. We are still waiting for our corrected mortgage documents and are at risk of losing our XXXX loan offer due to the continued mistakes and subsequent hostility to making repairs from this bank. We still have not heard whether the information we submitted is being used to correct their mistakes on our account. I also have concerns about this reflecting transphobic beliefs within this bank, particularly with their continued misgendering of my wife and I despite our requests to be referred to respectfully with correct pronouns and legally confirmed names.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation