I had a race change from the latest sale, used it, it took the race change away from my account but did not change my character’s race. I was logged into the character’s server (which is all the help article says for this issue.)
Give it 24hrs to fully processs then ooen a purchase failure ticket.
Use this link:
https://us.battle.net/support/en/help/contact/167/ticket
#dfmb