With all due respect, this issue should be well-known within the company and not require any generic questions.
Asking for verification is a bit… Well, let me put this way: Could you please send us a screenshot of your contract to proof you actually work for Funcom? 
It’s common courtesey to assume people are telling the truth when there’s no other indication.
Crom, this issue is years-old and happens - afaik - in all game modes.
There were more threads about this issue iirc, just posted what a quick search found. That’s most likely the same issue at work here.