Just wanted to share this story with everyone so maybe it will save others some headaches.
I've already been typing a lot in the support form so i'm going to make this short and sweet

Bought game one year ago

Had userID changed

Left the game for a while and came back for about a month now. For the first time joined a couple guilds since i was dedicating this an my new MMO to play and support

Discover that my userID is what all guild members see regardless of character i am on. I didn't intend for my userID to be what everyone saw as it was meant for a single character.

Sent request for a userID change just like I did a year ago and the support form still has it as a drop down menu choice.

Receive reply that last month they changed the ToS to no longer allow this. Asked for a supervisor to make an exception and i would note that I would not be allowed to change it again. They still refused.

Quite simply, it is a single line in a database that gets changed and not replacing entire servers. The supervisors that the support agent asked dropped the ball big time. I cannot begin to express my frustration and dislike for the support supervisors as they have completely failed in customer service. I worked in customer service for years and know exceptions can be made and then inform the customer that it was an exception and would not normally happen again. That would be good customer service.

I understand changes need to be made from time to time, but it isn't like i'm asking for something that was changed in the ToS years ago and is not something i ask to be done weekly, this was an entire year since my last contact with the support team. Just wow.