I’m really glad to see you are here at the forums and hope you can enjoy your time here and at the game as well!
I’m sorry about the issue you’re having with your character, this is an unusual situation since the merging of the servers makes it a little more complicated than it should.
Sadly the information shared via chat was not accurate, in order to be able to help you with your request you will need to reach live chat using the following link: Contact Us | Amazon Games to create a ticket so the dev team can help us with your request.
Please make sure to have the DxDiag ready once you reach support, you can pull it following this steps:
Go to Windows Start search bar and type dxdiag.
Click on dxdiag.exe.
When green progress bar goes away, select Save All Information and save the file to their desktop.
If you need further assistance in any other issue please don’t hesitate in reaching us again!