Problem With Name, Please Help!

We have opened a ticket repeatedly trying to get a specific name (won't say just in case ;) ) and a GM has answered each time stating the name is available and to try and claim it. We tried, on two seperate accounts to use the name and it says it's unavailable. Second ticket, we were told to delete WTF, CACHE, and Interface folders, and still, to no avail.. Third, forth, and now fifth ticket, same response. Can I get a blue to help us know if we are doing something wrong? Waiting another few days and annoying a GM again is the last thing we want to do..

Thank you.

Edit: For anyone wondering, "Why the trouble just for a name?", it was a name my husband had when he was in Vanilla, and that he had for years. Means a lot to us :)