VitalChek review: Three hours on hold with no response

I will be getting married in France soon and need to provide a copy of my Divorce Decree to the Department of Marriages in France.

I have a unique situation in that I legally changed my first, middle and last names as part of my divorce. None of the names I chose match the name on my birth certificate.

I called Vitalchek on 03/24/2025 to request the divorce decree from Spartanburg, SC. During the. process, they asked for my birth name. I explained that I had legally changed my name and that the name on my passport does not match my birth name. They instructed me to upload a copy of my legal name change document. It is a 6 page document from the court that was filed in South Carolina. I uploaded a copy of the document as requested.

On 03/27/2025 I received an email stating 'As we reviewed your order we noticed that some of the names may not be correct and that your relationship to the person whose certificate your are ordering may be incorrect'. I was instructed to call. There was no other option given.

On 03/28/2025 I called 3 different times. I was on hold for over an hours all 3 times. No one ever picked up the call. I live in France so will be paying the International long distance charges. They will amount to an excess of 200 Euros.

I am extremely frustrated that I provided the documentation showing that my name had been changed but obviously, no one read what I submitted! I have no option but to keep calling and hopefully, at some point, someone will answer. Unfortunately, I cannot proceed with my marriage in France without this document.