Hate to say it, but SE won't address payment issues here (this is user-to-user forum by the way, not user-to-SE)... nor anywhere on the forums.

Better off going through the support portal for your region and submitting a ticket there. Often not the fastest communication, but it protects confidential information.

http://support.na.square-enix.com/ (for NA)
http://support.eu.square-enix.com/ (for EU)