By any chance is there 2 FFXIV showing inside accont in mogstation? It should show there what bonuses you have attached to your XIV account. I noticed people had beta/alpha for 1.0 and for some reason the code was applied to that one and not the regular 1.0/2.0 account and customer service had to move the information from the unused one to the correct one.

Other than that is to just wait for SE's response, if it gets cancelled, or you get auto-response and nothing else, only can keep on sending to hope one of them gets responded.

Good luck.