"Can you please show the transcript of the chat where they have not given a dealline to resolve the issue?
For me issues such as these get resolved within a matter of minutes, are you sure that you sent the money to the correct address?"

@Real14hero

No, I did not send it to the wrong address, so I put the Etherscan download trace in the post. It's simple, just look.
They sent me an email saying that everything was settled, but it is not.
So they sent me another email saying that they will contact Shapeshift to solve the problem, but the problem is that Shapeshift has nothing to do with it, the balance is in the given address, just see here
" https:///etherscan.io/tx/0xebc5f601907d8caa5aa7b891eca6344874968bee809b2bab671f741f3a3e6681 "

From what I realized, they do not know how to solve or just do not want to solve.



CHAT TRANSCRIPT:

"Chat transcript

 
    
Name Loading

xxxxxxxxxxxxxxxxxxxxxxxxxx

 
 
 
    Johanna   Tue, 07/10/18 08:51:39 am America/Sao_Paulo   
 
Hello. How may I help you?   
 
 
 
 
    Loading   08:52:06 am   
 
Good morning, I made a deposit and I can not see my balance, what should I do?   
 
 
 
 
    Johanna   08:52:32 am   
 
May I have your username, deposit amount and deposit address please?   
 
 
 
 
    Loading   08:54:09 am   
 
Username: Loading
ID TX: https://etherscan.io/tx/0xebc5f601907d8caa5aa7b891eca6344874968bee809b2bab671f741f3a3e6681
Montante: 0.57930699 Ether
Moeda: ETH
Endereço do depósito: 0xe9e750ab5e17d2db1cbe588917c7ada9513fff67
Endereço de retorno: 0xb9cd304004916d06e25629001b1d66ebca6b9f46   
TX ID: 0xebc5f601907d8caa5aa7b891eca6344874968bee809b2bab671f741f3a3e6681
Amount: 0.57930699 Ether
Currency: ETH
Address for deposit: 0xe9e750ab5e17d2db1cbe588917c7ada9513fff67
Return address: 0xb9cd304004916d06e25629001b1d66ebca6b9f46

Username: Loading.   08:55:23 am
 
 
 
 
    Johanna   08:55:45 am   
 
Let me check for you, Please hold on   
 
 
 
 
    Loading   08:56:31 am   
 
Ok   
   
 
 
 
 
    Johanna   09:00:05 am   
 
It takes some time   
please wait   
 
 
 
 
    Loading   09:00:16 am   
 
Ok   
I am waiting.    09:11:55 am
 
 
 
 
    Johanna   09:12:28 am   
 
I am sorry. This transaction was sent to the relevatn department. I will get back to you when i get the response from IT team   
 
 
 
 
    Loading   09:12:54 am   
 
How long does this take?   
 
 
 
 
    Johanna   09:13:34 am   
 
I cannot tell you the exact time frame, but i will reply to you as soon as possibl   
 
 
 
 
    Loading   09:14:01 am   
 
Could it take weeks?   
 
 
 
 
    Johanna   09:14:11 am   
 
No, you will be credited very soon   
no worries   
 
 
 
 
    Loading   09:15:05 am   
 
I made that transfer yesterday, can I get credited today?   
 
 
 
 
    Johanna   09:15:21 am   
 
I hope you will be credited very soon. i kindly ask you to wait"






>>>>>>>>>>They can not tell me when I can get my money back.<<<<<<<<<<<





EDIT:
My problem was resolved after 36 hours.