Unable to transfer characters

I want to transfer 5 characters to masamune, and there's one character that seems to be the problem - kyran zhu (because when I uncheck this character, the page let me proceed to next step)

it always gave me this error

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

I've claimed all items from mogstation letters,also send pending reward request and nothing came. this character has already completed the quest 'close to home' has no retainers, and all other requirements were double checked.

if there's anything that stuck in pending reward box might be the account-wide fat moogle mount, I don't see it on his mount guide, and no item in my inventory.

Thank you