Your head of sales [name redacted] was the one that reinstated my account and called me "unprofessional" for using a shortened version of my last name.
He told me that it is not worth contacting people like me (his words), and suggested there was nothing wrong with their internal procedures and that they had no intention to do anything differently.
I understand that mistakes happen, and I do not absolve myself entirely, but I found the response to this particular incident overly offensive and accusatory for a mistake that I do believe to be an error in the way the incident was handled.
In Germany, whenever you sign up for a product or a service where there is likely to be an ID check or a validity check, people here know that they need to use their full legal name, even if it is a really long name, or if they have middle name(s) that are part of their legal name. It they are using a credit card, that name needs to match, too. For a German sysadmin, it would be unprofessional to not use the same name as is on their legal ID/payment information.
I know that some cultures may abbreviate parts of their middle/last names, so it's understandable that customers from these countries may not be aware of how important it is in Germany for names to match exactly.
I know that this issue isn't just an issue in Germany. I used to work in a retail store, and my store was very serious about preventing credit card fraud. We regularly did NOT let people buy things if their name on their ID didn't match the name on their credit card. I also had several Brazilian friends in the USA who had similar issues, and they learned to always use the version of their names on their passports for everything.
We will likely still be strict about customers' information matching their IDs/payment information. He's right that we will likely not change this any time soon. However, I am sorry that his answer came off as abrasive and impolite. -Katie
