how do you change your character's look and sex?

need help with character customization, i've heard the rumors that you can't change the character you've been assigned but that would seem just totally insane for me to grasp. i'm a man, i like playing as a man in my video games and the same would be for a woman am i right?

otherwise what would be the point? is that why everyone i come across in servers has a mask or clothe over their face? i can't accept that a developer would do that to someone who just paid $20 to help their game succeed, that would make it worse than the whole issue of the bathrooms and transgender issue, you would automaticly walk into a bathroom of their choice not yours.