Dormant Character Recovery

Details:
I have recently restored my dormant FFXI account, to find my character information reset. Front-line support has advised that long-term inactive FFXI characters cannot be recovered. Can case-by-case support be offered? You're my only hope.

Steps:
Quit FFXI in 2007. Account remained inactive until recovery in 2016. Paid for subscription. Paid for server transfer. Logged in. Character name change occurred. All character information gone was gone. Crying happened. I looked for support through online chat & GM in-game. There was nothing they could do. I was advised that feedback could be submitted here.

Date & Time:
N/A

Frequency:
N/A

Platform:
PC

PC Manufacturer & Model Number:
Homebuilt Computer

Operating System:
Windows 8.1

Graphics Card:
GeForce GTX 770M

ISP:
AT&T

Type of Internet Connection:
Cable