Having issues with faction change and customer support

So first off, I tried to faction change from alliance to horde, however, when I click faction change, it indicates me "Only horde characters can faction change to alliance"? Furthurmore, when I tried making a ticket, the only option that I had was ban appeal. How can this be fixed?

is that sentence not clear enough?
"Only horde characters can faction change to alliance"

on TBC you can change from Horde to Ally and not vieceversa ( because of population balance)