Think of it as if you've dropped a piece of gold into a crack in the floor of a very expensive building. The owner can get it out for you, but it'll cost him a lot of money, and pose a security risk.
At the cost of some liquidity, it could be possible for them (or some other company in a similar situation) to send different litecoins back after verifying that one of their BTC addresses received the LTC - and then waiting for that "giving up" event to reclaim those LTC for themselves, covering the cost.
That would actually be quite a decent solution. They could even charge a standard fee (fixed + percentage) for this, but they'll be at risk if the exchange rate gets worse. I assume they don't want to keep a stash of any altcoin on their own.
Indeed. They closed the case again without giving me a response. I already filed a complaint with the SEC and CFPB.