It's really annoying to hear people jump straight to SCAM and THEFT accusations before exploring all the possibilities. A lot of crypto companies face this kind of reputation tarnishing from crypto noobs that don't understand that coins are lost if they send BTC to an ETH address or that they can't get a refund after sending a transaction.

As far as CoinPayments goes, they have been around since 2013 and have always been fully transparent about things. Some of you mentioned the Ripple incident. Yes, it was unfortunate but CoinPayments fully repaid ALL stolen Ripple. See their official CoinPayments Ripple Theft statement. This should be undeniable proof that CoinPayments takes these things seriously and takes responsibility for their mistakes.

Anyway, I've had a CoinPayments account for 2 years and never had a problem. Only had to contact support once and they fixed the issue within 24hrs. I suggest you wait for a reply from their support as I'm sure they can get to the bottom of your predicament.