Hello there, ACrow!

Please allow us to clarify what happened — the exchange was processed, and the exchanged XMR were sent to you. It is hardly an error — on the contrary, the system worked as intended and the funds were sent to an address that you gave us in the very beginning of your exchange.
Still, we’re very sorry to hear that you’ve lost access to this address during the exchange process, and that our Support Team couldn’t change the payout address in time as you requested.
That is exactly why we are currently doing everything possible to help you locate and get access to the funds that were sent to an initial address that you gave us.

You can rest assured that dragging out this case is the last thing on our mind right now — we want to solve this case in shortest delays as much as you do.

Our Support Team has sent you a very detailed list of things that we require from your side to help you.
We had to repeat these specific instructions merely because you refuse to follow them — sorry if that came across as rude, that was never our intention at all.

Rest assured that your case has our undivided attention — still, to be perfectly honest, the ETA of this case being resolved currently depends on you.
Our Support Team will gladly advance the case further as soon as the requested requirements are met — we wouldn’t make any user wait for assistance any longer than it’s absolutely needed.

We are glad to be as transparent of a service as possible and will gladly explain the details of your case to the rest of the crypto community if needed.