Faction change error

[lorela]

I purchased a 80 troll shaman from Trade store in Lordaeron then buy a faction change service for 30 coin.

But when I log in game, I can not change the shaman from troll to draenei as intended.

Because of there's message
"Could not change race for character".

Already made a ticket and got some reply from Smyth, like

Nov 02, 2018 "Will be corrected shortly if it hasn't been already."

Nov 03, 2018 "It shouldn't be too much longer. Thank you for your patience during this time."

Questions here are:

What is the error prevent me to do faction change? Is that from server side or client side?

Are these replies pre-made by Warmen? Because it nearly a week since the day I created ticket, I don't have my char to play for that long.
Do they have any policy to offer us something for this kind of annoying?

How long do they need to fix something in general?

[borrrdura]

brother if you want to change from troll to dranei is not race change...is horde-alliance so you can't change only to orc or tauren, faction change is to alliance and after chose dranei :)