I got faction changed despite website telling me I could not

The website here told me that there was an error and that I could not faction change, and I soon gave up on the idea and forgot about it entirely. This is fine and all, however when I log back in my character is suddenly human. Is there anyway I can change back to a troll or undead? I spent about 15 hours so far leveling this character and I now find out that I am suddenly a human and cannot change back, even though I did not even select a faction change. TBH humans look incredibly dumb and it's a little depressing.

I have an open ticket for some 15 hours now...