Need information: Game Masters ignoring issue for a month. How to escalate issue?

[Kirika-]

Just to confirm....
Your account was hacked, and a roll back was performed.
Was the date of the roll back to a point before you had the BLU or RPR jobs at all?
If not, as in you had those jobs before the date your account was reset to, then you should still have those soul crystals, as soul crystals can in no way be discarded or destroyed by a player.
They can however be stored in places outside of your armory chest.
Have to tried the /isearch command in game?
Usage:

• /isearch Soul of the Blue Mage
• /isearch Soul of the Reaper

Do this after you have opened the inventory of your Chocobo Saddle bags, all of your retainers, and your Moogle Mailbox. This will refresh the /isearch cache.
The /isearch results will have a clickable link which will show the location of the soul crystals.

For the Moogle Mail box, sometimes the account recovery team mails items to you, so there is a very slight possibility they may have mailed the soul crystals if they are truly not on you, your Chocobo, or retainer(s).