Charachter Transfer issues

I just paid for a guild transfer and a character transfer. Both failed but are marked completed. Moneys gone but neither service are complete. I just made a ticket to a 24 hour response time. This is infuriating. I paid for two services. Had my money taken. nothing has been done and i now have to pursue you guys to complete the service. This sucks. Making a support ticket is also very difficult. If a transaction encountered an error it shouldn’t be on me to come after you guys to fix it or at least please indicate so in the order status.