"None of them understood or could fix this issue. They were all men." I would need to hear a recording of the conversation to believe that no one "understood" the issue but I do believe her when she says they couldn't fix it. "Women have to change their names with marriage and divorce." They don't have to but they almost always do.
He said, not she. It is a guy complaining his wife can't change her user id.
"He told me that my wife was out of luck."