Chat with my certified EO

What I was trying to do:

Chat with my certified EO

What I expected to happen:

Seeing his Avatar & Background

What actually happened:

Those are missing (just for certified EO)

NON CERTIFIED EO:

THE ABOVE EO IS NON-CERTIFIED

THE BELOW EO IS CERTIFIED:

THE CERTIFIED EO HAS SOMETHING WRONG WITH THEIR ACCOUNT ON SENDING A MESSAGE TO THEM FROM A RESIDENT, ONLY ON CHAT

PRIORITY: HIGH