they are not helping
If they cannot help then i think no one other can help you out, as you have sent the coins to wrong address , so they are only authorised to use your wallet and transfer your coin to the real account.
Makes me wonder, does he assume that they don't want to help him: because they aren't responding (yet), or have their told him that there isn't much that they can do. Too bad there is a language barrier here, and a lack of input from OPs side.
If it concerns a genuine minded exchange they will do whatever they can to refund OPs coins. I'm however afraid that there is a possibility for them to ignore everything and just hope that OP gives up on his coins. Horrible situation it is to be in.