I'm very sorry this is happening to you Pomonapple. It is possible that this is definitely an issue server-side and not anything you can resolve without someone on their end assisting you, assumably because if SE does anything like other MMO's, your character list is a sub-list under its parent-list (world names), and I have seen errors in other MMO's where even though players are able to access the world, the character list (a separate sub-function) fails to load or cannot communicate with the world server thus resulting in your situation. I highly doubt you are the only individual with this issue and more than likely you will find it to be intermittent over the next few days though I hope the problem is resolved by itself, you may need to continue attempting to contact customer service via live chat and I would also ask them of your account has been accessed remotely by a hacker as I would t put it past a Gil company hacker to steal all your money, items, then delete your characters.