I too have had real issues with NA Square-Enix employees (at least on the live-chat), they seem quite rude and have a certain level of unwillingness to help. I'd tell you to call in to their customer support, but I can't even suggest that whole-heartedly as I waited for 3 hours (no joke) on hold to speak to a rep before I got disconnected without even speaking to someone. Maybe you'll get luckier than I was, I'd try calling in first thing in the day: 1-858-790-7529 -- I believe they open up 9am PST

Overall treatment I've received from NA live-chat support was rude, cold, and they never even gave me correct information or any information at all on what I could do for my issue. Just "sorry I don't have that information on hand" and "sorry but we don't handle that, call direct river" (yes, I spoke to two individuals on live chat, one wait time was about 2h20m the other was 4h30m), despite it being a Squeenix issue.