If you are trying to transfer your character from one server to another one, you should know that there have been a few problems. Some of players have lost their characters on old server and characters didn’t appear on new one. You should avoid trying to connect your character before receiving an e-mail in which Codemasters will inform you that the character has been transferred.
LOTRO's Premium Service is still fully functional at our end. In regards to the issues with characters being stuck between worlds, the majority of these have been fixed with only a few still outstanding - in which a resolution is still being sought.
If you contact email@example.com they will be able to tell you the status of your character.
If payment has gone through then contact customer support (firstname.lastname@example.org) and they should be able to give you a status update. If payment has not gone through then I would suggest trying again on an alternative computer / connection.
LOTRO Community Officer