Poloneix Fails to Return Funds Sent to Their Cold Wallet

I transferred CWIF from Poloneix to Mexc, but since it wasn’t the same currency, I requested a refund from Mexc. Unfortunately, Mexc mistakenly sent the refund to Poloneix's cold wallet instead of my address. I reached out to Poloneix for assistance, and they asked me for a video and screenshots as proof. I carefully followed all their instructions and sent the video as requested. However, each time they claimed something was missing from the video. I repeatedly provided exactly what was asked based on their emails, yet they kept finding new excuses not to process my refund. It feels like they are deliberately avoiding returning my funds. I am stuck in a loop of endless demands with no resolution in sight.