Tell them again that this is not your address and ask them if they support segwit address because like the above said bitpay doesn't support segwit so this is bitpay's fault.

Did you message them with this address? If not the big question is why they send it on a different address which is not supported on bitpay.

Are you sure that you are talking on Bitpay support or maybe you are dealing on a fake Bitpay?

Can you post the email from of their support here so that we know if you are talking to their real Bitpay support? Can you also post the Bitpay URL here just to verify if the site is legit or a fake one?