Eternal bonding issue

Hi, my character name is Sky seeker from the balmung server, I'm a ps4 player. I bought on Sunday may 28 a platinum eternal bonding for $20, that gave me a promise of devotion (platinum), because a friend and I wanted the items from the quest, when we went to the ceremony planner npc Claribel it warned me that because my friend had an standard promise of devotion we were going to get the standard ceremony and rewards from the quest, so I decline and did not received the quest. Later that day I bought a fantasia and change my character race and gender (don't know if this is relevant). After I change my character another friend bought the platinum eternal bonding because he wanted the items too, so when we got to the ceremony planner npc Claribel, not only we couldn't accept the quest even though the icon on her head was there, but her reaction was as if we didn't have the promise of devotion bracelet, I also notice that my bracelet didn't said platinum anymore. My friend and I have never gotten the quest before so obviously we don't get a reaction from the ceremony outfitter and sanctum acolyte npcs either, please help I feel like I loss my money.