Unable to use World Transfer service; optional item and name change issues

this is for my friend who can't post in the forum at the moment.

Date & Time: 7/1/2018 1.56 AM PST
Frequency: Ongoing
World name: Coeurl
Character name: Reverie Metherlence
Retainer name: Runaru
NPC name: Delivery Moogle
Monster name: N/A
Class/Level: White Mage lv 65
Party or solo: Solo
In-game time: Ongoing
Area and coordinates: Old Gridania (x10,y8)
Housing: N/A
Steps:
1.Logged into a character to clear everything before transfer to another server.
2.Cleaned out and recieved all Moogle Mails on my character, using the reward request button when applicable.
3.Some optional items from mogstation on listed character is missing (chance that containing mails may have been mistakenly deleted).
4.Tried to use World Transfer service, get following errors:

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

5.Already checked that i don't have any name change pending. (never use the name change service before)
6.The problem still here. So i don't know what to do or check anymore.

Sent a message out to the support desk, nothing help so just want to ask here.