I wish I knew for sure what was going on, but it kind of reminds me of how a square enix account is completely separate from a FFXIV account.

I'm guessing this isnt your issue if you were resetting your password through the mog station, but it sounds like a similar issue. They tried to resolve this confusion by separating FFXIV account stuff into its own system and calling that the Mog Station, but I'm not entirely sure that worked as well as they hoped.