First up, I had the same issue, I may have complained about the non exixtent beret still but I had this issue too.....

SE gave me a new code so keep on at them....

next, the POL Viewer on Steam is old and rubbish...you need to update it to the new one which is on here externally, u can search for it as I cant remember where I got it and updated my Steam POL Viewer...that may reslove the issue...

Last, I cannot get the beret...people say 'bwahh stop moaning' but these are the issues I have been thru and I want it, but cannot get it.....I have ben thru a loads of rubbish sorting this game out and I still have not got all I paid for...

So, keep on at square, you have to send them a screenshot of FFXI on steam and the codes on one shot...

good luck I have the game installed on my PC but I am sticking to FFIV as I am legacy member and get the v2 update free, small consolation for the hassle FFXI has been, I really regret spending my money on it on steam..really do, FFXI is 10 years old and and I should have resisted...insteaD i GOT HASSLE AFTER HASSLE ETC....

good luck...call square enix, or email support again...keep it up they should send new codes.......