Customer mentioned that he changed panel_logo or backend image, but it was not changed.
You logged as customer using branding URL and see that logo was changed.
Most likely customer expected another result or another logo file was changed.
Make sure that correct branding name is used to enter into the Provider Panel via the url:
Furthermore, to check changes in customers hosting panel, please open go to:
Provider Panel > Marketing > Branding > <brand name> > Configure
If previous steps did not help, recheck all steps from branding guide:
If all previous actions did not help, please submit support ticket with detailed information of all customizations which should be implemented.