Recustomization error

Hi, a few days ago I bought a character recustomization problem is that when I try to make the desired changes, I get the message "Could not customize character." I opened a ticket and explained my problem. I should clarify that I had already tried several changes to the features I don't care about, like hair and color. I explained this in the ticket, but they told me to change the hair, etc., and keep trying. As I said, I already did that, it's really frustrating. I really need help with this. I'm not asking for much; I don't know if it's possible for someone from the staff to make the changes in-game. Thanks in advance