Can you elaborate on this? (If it's too traumatic to talk about no worries. I'm just curious.) If I recall when my spouse changed her name after we got married, she also had to send in the appropriate government documentation. Are you saying that you were able to just call up AmEx and say, "Please change my name from Y to X" and they just did it without any requirement to prove it was still you? (That sounds like a huge security hole, if so.) I'd be interested to understand this in more detail if you're up for explaining it. But if not, I understand.
Their name change policy really is a bit ridiculous. I know somebody that had their first name printed in lowercase on the card because Apple/GS absolutely refused to change the first letter to uppercase without a birth certificate. Photo state ID would not do…
That said, asking for official documentation for a name change seems like standard bank policy. Are there banks that make this easier?
AmEx et al never disrespected me thus.