Have you done a faction transfer on that character?
A friend of mine got a character stuck recently. We both faction transferred the same day - then a problem occurred where no one could access a character they transferred the day before. Blizzard did an emergency fix. The next day I could log on, but my friend still couldn't.
Phoning support there was some issue with the credit card - it wasn't refused but it flagged something up on blizzards end and it was like the faction transfer wasn't paid for.
The character was stuck in limbo. She couldn't faction transfer it again as it was now alliance.
She had to phone support a few times to get it resolved
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