Using the 1-time Item Recovery Service

Today I sent a ticket to the Game Master services about employing the use of such a service, however got a negative response as to why this is not available.

>Hello and thank you for your GM call.
We understand that you are reaching out to the GM team for assistance, but unfortunately we are unable to address your request as it falls outside the scope of our services.

My question is.. why is it out of their scope of services? According to the FAQs at the support site

http://support.na.square-enix.com/fa...68222&ret=main

This is a service that is OFFERED and is WITHIN their scope of services.

The GM did not even investigate the case properly and gave me half-headed responses. I've seen on other forums as to how Fantasia Potions has been restored with the 1-time restoration policy.
I hope this issue is resolved in a more civil manner as it was clear to me that the GM team just wanted to abrogate my case without careful consideration.

And to provide more information,

This inquiry was for a Fantasia potion I just purchased yesterday. I've seen so many forum posts on how Fantasia can be reacquired through this policy.

It was for the original Fantasia that was given to players. There was no way to get more.... Now there is.