Reporting the Error of Chatting in the Game. GM please assist

Hi GM, my friend’s account, Jeremy39, has 2 charactors in the game, 1 warlock and 1 druid. The warlock could chat(whisper and use china channel) in the game days before. But it could not chat any further since 1st April, neither does the druid. He deleted both WDB and WTF, but it doesn’t work. I also tried to logon his charactor, still can’t chat. GM please advise.