If you got the answer from someone so easily then you should have been able to figure it out yourself.
Some how I doubt coming to these forums to complain about customer service is going to do much anyway (even if it pertains to XIV purchasing.)

Every single thread here that's had a similar complaint about the customer service has pretty much been flat out ignored.

The best way to go about addressing the issue is probably an e-mail or written letter through the proper channels, which the lodestone/forums is not.