For PC, you must do the steps above.
For console (Xbox One), please do this steps here: http://battlelog.battlefield.com/bf4/forum/threadview/2955065221075646639/ .
Also, just to make this clear, in battlelog in your profile, you see 2 soldiers with 2 different names? If this is the case, then that is normal, you may have named your soldier different and they will show different (nothing to worry about). You will also at the top of your profile, see your different solider names. If this is not the case, and in your account it shows 2 different names, then contact support again and follow the above steps.
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