I had exactly the same problem from the day I created my account.
After 2 months of ignoring it I recently contacted the technical support about it.
They shortly responded with a confusion that it seems there are no in-game characters associated with it, while obviously there is as I am playing! Further messages didn't result in any response.
I tried contacting them on chat, but it was most unproductive
I am somewhat suspicious that there are actually 2 databases (EU and US maybe? Sony and ProZieben? ... not sure) and some synchronization is going terribly wrong there.
Ultimately... I created a completely new account here and only now it seems to be finally working....