Alrighty lets break this down.
Overall in regards to name changes it isn’t 100% required to instantly also change their ingame name. Moderators in the past for example didn’t have permissions to change names either, so their tickets resulted in the note, recording it, and having the guy change their prefs.
Now that moderators are able to change names it is preferred to change the name ingame directly. It isn’t a dead set requirement though, as long as the person changes their name in their preferences.
From what I can tell here is that mega actually intended to change the name of them, but was extremely busy with a ton of tickets, chaos and high TiDi and forgot about it.
There wasn’t really any misconduct or malicious action here. Just a human making a mistake and forgetting about something due to high stress. The right course of action would have been to change the name though, especially after having told you so in the ticket. (The bwoink happened before they disconnected, so the person was aware that they’re name was bad.)
Thank you for the report though!