Unable to access one of my characters

The Battle.net in question is___

I recently recovered my account and a few days ago I spoke to a Blizzard employee over the phone and told her my character, Mûrder, was not accessible. She forwarded an email telling me to fax my id and the account recovery form.

I did this and received this email:

Greetings Justin,

Upon reviewing your situation, our records indicate that the account <removed> was unlocked before I received this fax. However, if you have additional questions or concerns, please reply to this email. If you would rather speak with a representative directly, please contact Account & Technical Services. Our contact information can be found at http://blizzard.com/support/article/cs


So I sent an email saying:

I called customer service because I am unable to log onto my Warlock on my account, Mûrder. Arlene told me this was because I needed to fax my information and forwarded an email instructing me to do so.

If this isn't the case, can you inform me why I cannot access my warlock?

****

I then received an email telling me to do the exact same thing I was told to do before:

1. RECOVERING THE ACCOUNT

All instructions contained in the Account Recovery Form (http://ftp.blizzard.com/pub/WoW/other/WoW_Account_Recovery.pdf) must be followed to regain access to this account.

etc.

****

I just don't understand why I am being sent in circles. I sent the fax and was told it was superfluous, yet I was instructed to send the fax afterward when I explained the situation. Can someone please tell me what is going on?