I dont trust a thing that comes from the SE store customer service anymore after their lore book debacle. I would create a second account and wipe your cookies settings and TRY AGAIN.
While the Customer service person may be telling the truth, they have immensely tarnished any good will with their customers since the lore book and I really dont trust scale fast any more.
(FYI, Scalefast Inc, is who currently runs the NA SE store for Square Enix, and they are terrible....)