Cannot transfer, optional services not yet claimed

Friend of mine is trying to transfer server but the only things holding them back are that there is an optional service not yet claimed and a name change that hasnt been claimed. There is no purchase history, no wedding things, everything has been taken out of their mail, all mail is deleted, retainers emptied, no ventures, nothing when you right click on their name in the character screen, nothing to claim on mog station. The only thing they do have in their inventory are fantasia's but that wouldn't matter would it? I don't see anything specific about what counts for an optional service, usually we just get it in the mail and its ours but there is literally nothing. This seems like a bug or a technical error. They have made a ticket about it but in the meantime has anyone run into a similar problem?

To be exact:

- You have purchased optional items that have yet to be claimed.
- This character has a name change pending.

EDIT: GM contacted my friends and said it was a technical error and nothing they did. Problem solved, go ahead and delete thread.