Welcome to Funcom! For newcomers this really is a cool game. Not so much for Veterans though since content is released at a glacial pace. BUt still plenty to do for a new fellow.
As far as account based stuff, you just have to get pass Funcom customer service first. Funcom has NEVER been fully clear, in English anyway, on how to buy stuff, pay for stuff, find stuff to buy, and even then it isn't always fully clear what you are getting.
It's a repeat theme with Funcom customers about complaints in payment and account troubles. I've been doped a few times myself by Funcom. That will never happen again unless I bump my head really hard and go stupid, or more stupid than I already am.