Ok first step as with anything related to SE, contact them. Not Play online but SE. Call them if you have too but I would attempt a ticket so you at least have a paper trail. If you call them, they will help you a lot with your XIV account not sure about your POL account/XI. They helped me with a few questions and the guy who answered was actually really cool and funny not a jerk on the phone.

Good luck and hope that atleast gets you started.