Incorrect Playonline ID and/or Password error (SE Account)

As this is website bugs, I'm not sure if this goes here but seeing as example references the official playonline website, maybe SE account falls into it. I tried contacting customer service about it but it wasn't any help, so trying here to see!

I've went through the FAQ as well and it didn't help as it's mainly referring to the POL Viewer setup.

Details: So my brother tried to link his girlfriend's POL ID to his SE account as it says you can have 10 linked to one account, but it always returns incorrect ID/password "Account trials are not eligible" error. So I tried it with mine but it also says it and we know for certain it's not under trial or linked to any other account. Even though the password was changed, we tried the original password on the account then again the password that it was changed to and neither work.

Details:
Steps: Above
Date & Time: May 5th, 2011, 7:44AM PDT, May 8th, 2011 1:40PM PDT.
Location: Square Enix Account Link settings
Operating System: Windows 7 Ultimate
Browser: Firefox 4, Google Chrome

So again I apologize if not the correct area but it it's the last place to get support as we've yet to get contacted back about it after weeks and tried again this past week.

Greetings Elexia!

I would like to first apologize to you for the delay in responding to your post. Your patience is appreciated.

Being unable to appropriately link your accounts is quite frustrating indeed. To receive the proper assistance on this concern, I will have to refer you to the SQUARE ENIX Support Center. They are well suited to assist you with this type of account matter. You can reach them using the Customer Service option at the following link.

http://support.na.square-enix.com/co...php?id=20&la=1

Once again, I appreciate your patience on receiving a response and hope you receive a swift and simple resolution!

Thank you!

-=Game Master Emdub=-