Problems with entering Icecrown, with characters transferred from Neltharion #2

Greetings. I have a problem trying to enter Icecrown with two characters transferred from Neltharion. I can not enter and the game closes. I think it's about leaving my two Neltharion characters in the Deepholder area. When I made the transfer, I think it could be that. since with other characters everything went well.

I sent a ticket in the game, they answered me and I did what they told me but that did not solve the problem I can do.
https://ibb.co/JcwJP9y
https://youtu.be/K2cKlk05T2I

If there is anything that can be done to solve this problem, please tell me Thank you very much.

try to use unstuck option from the site

I already did it but it does not leave me, the characters do not have a house stone.