My mother in-law returned to the game and was made Resistance
I am trying to help a member of my family who was indeed Enlightened for years since 2015. They left the game at level 9. Thanks to my nagging they returned to the game. When they logged in, they somehow ended up being resistance.
They contacted support, who decidedly told them that "we haven't had other complaints, so good luck with that."
This is nonsense, I know of at least one other person who ended up in the other faction out of turn due to being prompted to switch and then pressed the wrong side. They were not recursing. They were not just at level 4.
How can I get somebody to listen to them?