Customization Issue with using Phial of Fantasia

[Xefarius]

So awhile back I purchased a Phial of Fantasia to change my main into a male Viera. Upon doing so, I was able to select the race but I was not given options to select customizations. I was not given the chance to actually customize the character and was given a preset Male Viera. Upon contacting customer service, I was told that due to the fact that the item was used, I was not eligible for reimbursement or a chance at customizing the character. They stated that the Fantasia was used properly and correctly as stated below in their e-mail;

Hello and thank you for contacting us regarding the use of the Fantasia to change your character.

We understand that details, like appearance, race, and gender, are important to your enjoyment of FINAL FANTASY XIV and you would want to make sure they are correct. Regrettably, based on the information that you have provided, we are unable to offer a reimbursement of the Fantasia that was used as the Fantasia was used correctly to adjust the look of your character. Should you wish to make further adjustments to your character, the phial of Fantasia can be purchased through the FINAL FANTASY XIV Online Store


They are quick to prompt me to purchase another one rather than addressing the issue at hand, maybe they don't believe me. Is this a known issue or is the Fantasia for race only? Am I subjected to purchase another Fantasia for the purpose of making small customizations that should have been available the first time I used it? Thanks in advance.

[Nezerius]

Did you make sure to click on the Appearance button in the Character Creation screen, that you get taken to after selecting re-edit character?