When I remade my character I was able to change my name and race, but never able to customize my new character (ie: Hair color, style, etc.)

After about a few tries and getting no where on any technical support I decided keeping my levels and playing was more important to the look of my character.

Has anyone else had this problem or heard anything about it? I assumed I'm boned on ever customizing my character (not the worst thing in the world). But was just curious if I missed some information on the topic.