Originally Posted by JALPak

I am not so sure if there's no choice but to pay for it given this is the agent's mistake and assuming OP caught that once OP received the ticket and had contacted the agent regarding that. CX would charge the agent the name change fee for sure though.

And unfortunately since OP booked with a travel agent, it is the agent's responsibility to fix this not CX. But even so, the kind of customer service OP received over the phone definitely not something I would called "service from heart"