Profile name change

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Iuliia

Hello,

I created a ticket asking for support to change the spelling of my first name in PPH profile according to my passport. It was 18 days ago. The customer support specialist answered me and advised to sent my legal documents for verification, wich I did. The document has been verified successfully but the name wasn't changed.  My ticket (  #1082374) is still open. 

What should I do in this case? Should I just wait a bit longer or create a new ticket?

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  • Official comment
    Community

    Hi Yulia, thanks for your message. 

    We're sorry you're still waiting for an update on your ticket, unfortunately, due to an unprecedented amount of tickets, we are experiencing delays. A member of the team will be in touch as soon as they are available to respond, typically this is within 7 working days but sometimes this may take longer. 

    Please bear in mind that we can see your ticket in the system and that you've been in touch a few times on the same query. Due to how our ticket system works, this has unfortunately delayed our response to you - sorry about that.  This is because tickets are sorted based on the date of a customer's last reply which has pushed your query to the back of the queue.

    We have added a note to your account in order to get this double-checked, so hopefully, it'll be soon that you get a response! 

    Thanks for your patience and understanding,

    The Community Team

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