Hello! Thank you for playing Final Fantasy XIV!

Unfortunately, the issue you are having either is beyond the scope of this forum or must include personal information that we cannot discuss in a public setting. Because of this, it is suggested that you contact the Square Enix Support Center for further assistance.

The Support Center can be contacted via phone, chat or email support through the Square Enix Support Center website. Please use this link to direct you to the Final Fantasy XIV support website:
http://support.na.square-enix.com/main.php?id=5382&la=1

Please note live service is available Monday through Friday, 9:00 – 18:00, Pacific Time (Excluding holidays).

While not guaranteed, if you contact us directly we may be able to find a solution to this problem. We hope we can be of assistance in helping you enjoy the exciting world of Final Fantasy XIV!

Thank you for posting in the Final Fantasy XIV Technical Support Forums.
Please let us know if your issue gets resolved and what resolved it, So we can further assist other players.