.. Awaiting ticket help, third time on same issue, and keep getting 'closed'

[IntrepidBear]

Hello, not sure what to do..
On Friday I had issue on one of my toons, at suppertime (eastern) I submitted a ticket and waited a couple hours, and got no response.
I came back on after having to log off.. waited. Did that a few times.
Then, the second I switched toons to check something, at 8pm, I got a notice pop up, that I was not on the affected toon, and my ticket got shut.

I resubmitted a ticket on said toon right away, and waited three hours again.
It was late, so had to log off.
I log on this morning and see that my ticket got closed at 1:24 am... due to not being on affected toon again.
I now resubmit my ticket.

I have a feeling I will be closed again.
I did ask when should I be on said toon, I can 'meet' someone if at a specific time. ??
this is my ticket .....

hello, this is my Deep Gnome Toon "Grandolff the Ancient". I just used a +20 lesser heart, and at first it did not register that I used it in the re-incarnation grove, I logged in and then out, and it finally registered. I wanted to remove the first life Wizard from it, but could not, ( wanted a full level 18 Warlock ) I went thru the re-incarnation and altho I did not use the full 20 levels, am still stuck with the one level of Wizard. Please advise what went wrong?? Thankyou very much. I am a VIP subscriber since 2007. =)

I have a feeling I have now lost the +20 heart and just stuck with my iconic level. I was saving that heart and cannot afford to get another *sigh..

*response of closed -

Thank you for your request for assistance. Unfortunately we have to close this request as you were offline with the affected character at the time we were able to assist you. The issue you are reporting cannot be resolved while you are offline. If you have a similar issue in the future, please submit a new help request from the character experiencing the issue and we will be happy to assist you.

[xCataluna]

I can't speak to the heart not registering at first, but as far as that level of wizard goes...
All you should have had to do was select Warlock instead of Deep Gnome Iconic at level one.

Did you select Warlock, or Deep Gnome? If you selected Deep Gnome, then you messed up.
If you selected Warlock, and it wouldn't go thru, did you get any sort of error message?

If you do end up needing to buy another heart, you can buy a +1. Much cheaper than a +20.

[IntrepidBear]

Not sure what transpired while doing it, as I had to log on and off during the process, things did not register for me,
and yes,
I suppose I will have to save up for a +1 heart slowly. I will most likely hit cap before can afford one tho.

I cannot wait online anymore for help, need to eat and do RL stuff.