Since you aware, you should not suprise.

One things in crypto, regarding transaction. If you send a mistake, always feels or mark those transaction is lost no matter the address destination is from any person, platform or third parties you're using.

What we did, after making a mistake transaction is praying and hoping at least the transaction can be recovery. I have experience like you 5 years ago, and contact them cannot be solved and don't want process. However, I opened the case 4 years later due they seem broke their own term & condition and feels not right for me while following their T&C.

They decide to cover my transaction, funfact the coins/token are still on the wrong network address. Meaning, they're not touching it... basically due a wallet security reason. That's same goes for you, the reason why these business scheme don't want or operated rescueing a wrong transaction is due wallet security of their asset or they're using payment gateaway from other parties.