This is their response:

”Hi there,


Unfortunately, due to the technical nature of most digital currency networks, it is impossible for us to reverse this payment and we are unable to provide any mediation with this matter. It is important to be careful, and make sure that you are sure the wallet addresses you send to are compatible.


I am very sorry for this, I wish there were a way to reverse the funds once they are on the blockchain.”

Can I escalate this matter further?