I'm sure you already got an answer for this, but for other people wondering, this is actually what happens to dark hair that has been treated with bleach and then colored with an ash color. Ash tones have a green base. Since the highlights were not done with just color, but where actually bleached first, an ash tone hair color, or blue based hair color for that matter will leave hair with a green hue to it. Since the hair was bleached to beging with, I don't think there is much that can be done, other than to dye the entire head of hair with a darker color, with a violet base, to neutralize the green.

Did you ever get in touch with the help line? What did they say? where you able to get it fixed? Let me know.