That really sucks that this happened. It can get difficult now even with crypto services like coinbase and putting your funds on hold. All these regulations and KYC/AML policies being enforced and ultimately, person to person makes it the fastest and convenient, but not the most trusting and secure way to do things but as long as it's with someone trustworthy you should be fine.

Anyway, I'm sure you'll get it sorted out. Just have to deal with their "customer service" and be patient.