By switch to the other character do you mean changing your default soldier by putting your cusor over the soldier in the top left hand corner next to the workds "BATTFIELD 3" with the picture of your soldier and his rank then moving the cursor to the menu that just popped to the bottom right hand corner of the menu to the left of the larger soldier picture under your rank and clicked on "change soldier" and then selected your new default soldier? If you didn't use that method try it and it should solve your problem.
If you did use that method and it didnt work you will need to speak with a game advisor to see if there is anything that they can do. You can reach a Game Advisor here: EA Customer support: https://help.ea.com/contact-us
1 Click on the following link: https://help.ea.com/contact-us
2 Make sure you are logged in (top right corner)
3 Click on the blue button "Contact a Game Advisor"
4 Enter the name of your game or product (or "Origin" for account-related issues) and click "Find Solutions"
5 Select the type of issue and the platform you play on, and click on "Find Solutions".
6 Click on the blue button "I still need help" if the FAQ articles do not apply to your situation.
7 Select a contact option. Note that you may get different contact options depending on your country.
