KuCoin complaint: KuCoin failed to execute my limit order and reject to refund me.

I have put a spot limit order to sell a Crypto PLD at a specific USDT price. And the limit price condition is met as shown in the attached screenshot, but KuCoin didn’t execute the spot limit order.
And when I contacted them via support ticket 1923455 asking to refund me or execute the order at the requested price, They said this failure could happen due to fast price movement.
I have explained to them that the spot order should be executed without failure if the limit condition is met regardless of any other market conditions. and If KuCoin failed to execute it at a certain point it should do it at the nearest possible point.
They kept telling me a prewritten message. and they even didn’t respond to my repeated requests to refund or escalate the ticket.

A final note: KuCoin has a policy called price range Price Protection Strategy to execute orders on the nearest possible price as stated here on their site https:www.kucoin.comlandprice-protect but you didn’t keep their commitment on it.