Support tell users to open a new account, or refuse by any means to change account name.
Law or government explain clearly what service has to do in this situation, and they do not respect this.
ETS Global manages TOEIC and TOEFL tests. To a user who asked to update their first name and get a duplicata of their certificate, support answered that they would not do the change, and that they had to take the test again.
This is of course illegal regarding European Union regulations.
Last update on July 23, 2020