Mogstation purchase problem

On the 12th December I made a server transfer and during that time I also purchased a White devil mount. I encountered some errors because the world transfer was going on and on the 4th attempt it got it through. I thicked the intended character name Tsuyoshi (I was 100% sure I did). But it was sent to my ALT instead..
So I contacted SE email support and received this.

"Dear Customer,
Regarding your request for account support. Please find your answer below.
Unfortunately that service is not available at this time. Suggestions from our customers are always valued. While we cannot guarantee implementation we will surely pass this on to the developers.
Thank you for contacting the SQUARE ENIX Support Center."

And when I contacted their live support and they said couldn't help, because it was a fault on my end :/. I mean if I did make a mistake (which I did before), I would not persist. But this time it was not a mistake on my end.