Missing Service Account

I'm writing this on behalf of my friend. Normally he would be able to post here, but he can't because his service account is gone.

Yes, General Discussion, I'm aware, but so far support hasn't been...one-hundred percent on the ball, to put it nicely.
To put it really nicely...
Multiple emails/tickets, no response. Around an hour and a half in queue for live chat support, and then a message saying no agents are available, and to try again later. I've been reading forum posts here and there--he's not the only one who experienced this. How many things must be left unsolved before the seats behind the CS desks are occupied by people who actually get work done?

Allow me to explain the situation.

My friend owns the FFXIV Collector's Edition for V1. His character's name was Spark Plug and he played up until some point in time before subscription fees came about. A while back he joined the XIV beta, but he was having some trouble with his account. He entered his email, the only one he's ever believed himself to have used, got access to his account and tried getting his old security token to work. It didn't, and the serial number didn't register on his SE account. He started the game anyway and found his old character was missing. I asked him to go to Confirm Account Status > Registered, FINAL FANTASY XIV on the Square Enix Account Management page. His registration date was listed as that very day, the day he started the XIV beta.

This means one of two things. He either had a second account, or his service account was somehow de-synced from his SE account. As I've already stated, all my friend's attempts to contact support have fallen through, and sadly launch is around the corner.

I've requested of him a relevant ticket number: 2559226.
Please escalate it and have it resolved by someone proven to perform honorable work. My friend is capable of providing his name, FFXIV CE V1 product code, security token serial number, answering any security questions, and even proving his identity via government-issued documents.

If anyone from the community has any ideas, please post them, and thank you ahead of time--you're godsends! It means a lot to me when others lend a hand to someone I'm trying to aid, and this someone is my lifelong, best friend!