Called their phone support and waited about an hour on hold to be told "sorry we can't help, contact a GM" even after clearly stating how aggravated I was.
So let's recap:
Been about 2 1/2 weeks since I got a reply via email support saying "we're looking into it"
Been about just over a week since I've gotten the same answer as the email response
Just called phone support and got nowhere.

Jesus. I want to get my fantasia back BEFORE the next FFXIII event so I can make 100% sure I have lightning hair and not risk loosing event hair by changing my character's gender.