My character is stuck

[Devilishangel]

This just happened to my boyfriend when he disconnected from my mog garden. He doesn't have his mog garden unlocked. When he logs in it shows a black screen with his character name and a boat. It appears as if he is in a cs then he appears in a mog house with a moogle in front of him but cannot see his character. He can send and receive tells and speak in ls. No commands work and he couldn't open the menu to contact the help desk. He had to create a mule on the same account to contact a GM. The GM told him to contact the Square Enix Support Center. He works during their support hours so I'm not sure when this problem will be rectified or even if they can fix it. The GM told him that if they were to try and move his character that it may corrupt his character data. That GM's don't have the proper tools available to them. And when he suggested a rollback the GM said that's only used when someone compromises your account. Has anyone had this problem resolved for them? His game name on asura is Severance.