My current character not shown in lodestone

In lodestone, My character in tonberry has disappeared from the list. now it only shows nonexisting character in zelara (I transferred from that world to Tonberry a month ago)
and another character on Aegis.

Please help, the support chat and email cannot do anything and they only try to ignore my problem.

Date/Time: every time i log in
Location: set active character in lodestone
Operation System: Windows 7 Home Premium
Browser: Internet Explorer,Chrome,Firefox