ok just finished my call with them. they couldn't help me haha :P because their server was too busy so they were unable to see my case but they will recontact me personally by email later to try to fix the problem. So at least I have flagged my problem now i just have to wait.

got this email after my call from the customer representative i talked with.

Thank you for contacting the Square Enix Online Store Support.

We are working on your case. I am escalating your request to a higher support level.
Thank you for your patience. We will provide you with an answer as soon as possible.

Not much but at least they are working on it.