Do you not have the gold account totem in your inventory?

It looks like that. If you don't please file a ticket and they can help you.

Was this even resolved for you?

If you file a ticket and explain that you tried to use your loyalty box to get a GA so that you could claim your free costume trunk but the totem took a day to show up, they may or may not still let you have it since it was an item error that prevented you from doing so. But since the totem did show and that is a ticket issue, I am going to lock this up.