Thank you for the quick response, MJ.evo.
You said earlier that you are still in control of the old addresses and can move the coins to the new one when needed. So, if PHFX's issue was because he sent coins to an old address, why didn’t you resolve it when he contacted you? Why did your customer support chose to ignore him?

I understand that the process can take some time, but you could have explained that to him and just asked him to wait. You could have avoided all this mess if you had done so.