Nexo complaint: Unrefunded money

I moved crypto to a Nexo XRP wallet. I did not provide a wallet address during the transaction which sent the money ($500USD) to Nexo’s general XRP wallet.
Upon realizing my mistake I contacted customer service. Customer service assured me that my assets could be recovered and returned to me (I have evidence of this). They also asked me to send video evidence that I actually made the transaction which I did provide via Google Drive (as Nexo requested via email).
Two weeks later, Nexo informed me that the link that I shared via Google Drive could not be retrieved. I checked the settings on the video and informed Nexo that it was indeed shared with them. Nexo then emailed me again telling me that the file that I shared in .mov was not in .mov format.
I then provided Nexo with the file in .mov and .mp4. At this point I am still waiting for the company to return my money.