You send the same generic answer everywhere and just buy time. If you can't handle this transaction, for whatever reason, why don't you just return the coins to the user and let them do it with another provider?
Definitely this company shouldn't be dealt with. If you check the history of the account, it still hasn't been resolved. I'm surprised that they are still actively posting but they aren't solving anything. There should be a warning already towards that site. They are definitely not responsible for how they are running things
if they are even running legitimately