Which characters are you referring to when you say the starter characters? And what do you mean by you completed the whole story? Like you completed all 8 missions from Algorithm to Heliophage? And if so which character were you able to play as?
Character unlocks are stored locally, on your PC, not on server (at least it was like this some time ago). Apparently something went wrong when you’ve completed the Prologue and those unlocks weren’t registered.
This sounds like a job for @JoeKGBX ! And I had something awesome and funny to put here that had to do with something superhero-ish and stuff and my mind just blanked and so… uhm…well… I guess I’ll just let Joe take it from here.