Blank contact name being passed from email to web form

I worked with chat support on this to no avail.

Occasionally, a contact will click a campaign email to a webform. The webform uses an email hidden field and captures about 4 simple y/n questions. We don’t ask for name as that is normally a part of the contact record.

When completing the form, we receive a ‘no name’ contact with their form data EXCEPT their email.

Support is telling me this could be caused by some type of privacy setting on the contact’s side, i.e. browser. I’m not completely buying this.

My client is ready to toss Infusionsoft. Ideas?