Payed, upgraded, but can not play the toons

One of my guildies wrote a ticket 2 weeks ago. Payment went through, he can play 3 characters which are premium ingame. He unlocked all the other characters, but can not log into them. They look like unlocked in the list, but they do not even appear when clicking on them. Really frustrating.
ticket 1191177


In order to write and submit tickets, you need to purchase the ticket writing skill in the item store, it’s only 3200000 funcom points. Unfortunately though when I tried to buy that many funcom points, my card was rejected and my account was frozen. I am hoping the “unfreeze my account” skill that I am trying to purchase will help. Thanks pink sweater guy, you is the best.