How long has it been since your friend contacted support? 

I think I've used coinswitch a couple of times for some obscure altcoins and didn't have a problem with them--but there was another scam accusation thread that was started up against them not too long ago, too, so it sounds like either their customer service is extremely poor or they're not averse to scamming. 

It'd be so nice if apps didn't partner with instant exchanges like this one, which doesn't have an extensive (or very positive) reputation.  Thanks for posting the warning, OP.