I have a friend that was put through a very similar situation. He's low-key still in fear of his character being rolled back, even though he somehow got the request cancelled when ShB came out.
There's next to no communication between the people that perform the rollback and the people who speak with the player. So there's so little they can provide. Most of the account notes end up in Japanese as it's seemingly handled by the development team and not some character management team. Meaning the CSR for non-jp players has even less they can provide to the player.

It's overall a terrible process. I feel for rotf here, and the service shouldn't take months when they promised under 2 weeks. Yes they do say don't play your character, but more communication is needed when things take longer than expected. And by all accounts that I've heard, this process always takes longer than the timeframe provided. We've been talking about this a lot recently, and there's a lot of players that simply slap down the ole "well they told you you shouldn't play your character" and while they did, this seems a little excessive especially because good progress can be lost. It's extra salt to the wound that it's right as an expansion comes out too.

No offense to SE but their CS has always been lacking. Like always, since XI days. Trying to recover my playonline password was like pulling teeth lol. A lot of us have settled in with it as fact, but things really need to change sooner or later. SE has a large enough customer base that CS may not be a priority, but it'll eventually bite them one day, and it'll hurt.
Even if they cannot, technologically speaking, speed up the processes involved with a character rollback, they need communication. Something they've always been lacking. I've noticed some improvements over time, especially here on the lodestone specifically. Community reps and and (L)GMs are posting more and more, which is lovely for consumer feedback. But the backend stuff still seems slow and unreliable at times of need. Sadly, nobody important will probably ever look at this situation, let alone this post. I'm not on the payroll, they don't care lol.

Jeez, look at me using my degree for once in my life...