That's pretty crazy/messed, especially with no contact as of yet. Have you tried using NA support via link below?

https://support.na.square-enix.com/c...hp?id=496&la=1

Also, could try phone call too. I know if I'm pushing 3 hours of no communication I'd be a bit annoyed and working to figure out what's the deal.

1-310-846-0345