Yes, they responded, but they haven't said anything about resolving the issue right away. They are still saying that their team is reviewing the user's account and they will notify the user when their review is complete. However, they said they would complete the review as soon as possible.

I have asked them to resolve this issue more quickly and have also informed them that their reputation is being damaged due to this scam accusation. I will contact them again very soon if they cannot resolve this issue and refund the OP's funds.