Hello @ODBx ,
Greetings to you and welcome to the forums!
I am sorry for the issue that you are facing with name change. Thank you for raising a ticket about this issue with us, it is the recommended thing to do.
I understand your frustration here , however as the tickets are account specific, we wont be able to discuss it on forums., and hence, I request you to kindly contact the live support at your convenient time, and let our colleagues available there, know about the ticket that has been raised for the issue and ask for an update.
I am positive they will be able to assist you in this regards.
I also request you to keep ready the in game logs if not provided already.
Instructions for finding the in-game logs:
Press Windows+R on the keyboard, type %localappdata% and press enter.
Open the most recent file from this folder: AGS/New World/LogBackups.
Send the logs files that you see in the LogBackups folder.
For screenshots of the issue you can share this forum link.
Please feel free to tag me for any further assistance.
Thank you for your understanding!