Inaccurate "mismatched names" error message

[emmajgr]

I keep getting the error message that my profile name and payment method name are mismatched. However, they are both exactly the same: Emma Gaines-Ross. It is impossible to get through to someone at Upwork to assist with this issue and the chat bot claimed to issue a support ticket on my behalf but I never heard from the Upwork customer service team and I am still waiting to be paid.