Frozen Realm/Faction Change

The character I am currently posting on has been stuck for over a month. Previously initiated a realm and faction change, which completed successfully. I was able to play the character for about a week, even give some of my Bind on Account items to some other characters. However, after the holidays the character was no longer able to be played, yet was still on the target realm and faction. When trying to access the character I recieve a message saying "Please wait until the character changes you have requested are completed" or something like that. I also see that the credit card was not charged, yet the character was playable for a time on the target realm/faction. I have tried E-mailing various times, getting responses telling me to contact the billing department. However, my E-mails to billing are not being returned and I have tried calling numerous times as well, getting an automated message saying that no phone calls are being taken. Can we please revert or re-initiate this if it cannot be completed or is glitched?