[PS3] ph4 character missing (not legacy), cannot create new one due to limitation

Seems like lots of people are having similar issues, not sure if any are quite the same. So I am trying here.

My son played through ph3 and ph4 and was on the same server as us (parents). During ph4, we were hit by tons of errors (3102) and such but he still had his main character on the same server.

We got all of the pre-order codes to finally register and he goes to log in for early access and ... no characters. Nothing to move forward. So if he tries to create a new character, he cannot create one on the server with us (limit).

He isn't going to play on a server without us and he has looked forward to this forever. Our free company and friends are based on our existing server.

I understand that there is a lot going on at SE right now, but even some of the best supporters are ready to light the torches. How are we supposed to get his character back or at least his slot, especially in light of the "strict limitations"? Which, btw, really defeat the whole purpose of people playing with friends.

I was frustrated before, but now I am really upset.