Characters are 'stuck' in the other account

They have never solved issues like this through the forums, the only way is by phone, and pretty sure the clerks are trained to do for you what is possible, which means they are not trained to deny it out of hand. If they cannot do it, then it is most likely not possible. If you want, when you do talk to them, you could try asking for a supervisor, but as someone with experience in technical support, I can tell you that most of the time, the supervisor will tell you the exact same thing as the person who answered your call, not because they don't want to do it, but because they could lose their job doing something for you that is forbidden. And you probably won't find anyone from the team here to answer your questions, these forums are set up for knowledgeable players to share their expertise with other players who have questions, with limited supervision from anyone on any team. You have to email them, or call them, they won't do anything with accoutns through the forums. (and my niece who is now 18 had an account of her own for this game at 16 or so, without lying about age, and at least one of her friends did as well, although they forgot their login information).

You may just have to set up your own account, and start over, because I don't think they are going to do what you want them to, even if you talked to a supervisor over the phone.