Third-party background check flagged my degree and four years of work history as fraudulent because I changed my last name when I got married
So I accepted a senior analyst role two weeks ago. Signed the contract, put in my two weeks at my old company, and submitted all my documents to their third-party screening vendor. I got married two years ago and took my husband's last name, so I made sure to upload our official marriage certificate and my updated Social Security card directly into their portal on day one.
yesterday morning I get an automated email from the screening company marking my file as "high risk" for fraudulent credentials. The vendor flagged my entire bachelor's degree and four years of prior work history as unverified because my diploma and older tax records are under my maiden name. Their automated scraper just ignored the marriage certificate I attached to the original submission.
When I called their customer service line, the representative told me that their system does not process name-change attachments if the initial match fails. She told me I need to contact my university registrar and ask them to re-issue my 2017 degree under my married name so their software can scan it properly. That is literally not how university records work.
Now the hiring manager has pushed my start date back by two weeks with zero pay while compliance reviews the case. I should of just kept my maiden name professionally, but this whole system is ABSOLUTELY ridiculous. Has anyone dealt with this kind of automated vendor glitch before, and how did you get actual human eyes on your documents?