Greetings Larissa,

I'm really sorry to hear that you've been experiencing this payment error and I do understand the frustration this matter can cause. Unfortunately, the issue you are describing is something we are not able to assist with in the Technical Support Forums. This concern can only be handled directly through the Support Center. As the account in question is European in region, we advise to contact the European Support Center. As it appears that you've already been in contact with them, I would advise following up through the original support email. If you're having issues with the initial support ticket, you may also create a new request through http://support.eu.square-enix.com/index.php

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