Contacts and Rep being confused by SC+

We have several Reps with the same names as Contacts.
When i select the contact when creating a new request the Product field is populated properly based on their account products.

I save this and everything seems fine. I needed to edit the request, and noticed the product list was now empty and there was nothing there.
Checking the database, SC+ had used the SupportRep's UserID in the RequesterID column rather than using the Contacts UserID's almost suggesting that SC+ is matching on Strings for Users rather than ID's!?!?!?!

This is obviously a big problem, as reports cannot be generated correctly as the request does not appear to be coming from the right accounts and the product is not selected correctly. Requests cannot be edited correctly as SC+ thinks the contact is an internal Support Rep.

Can this please be fixed urgently as this is going to cause many headaches. :(

Thanks

Dan