money for token cash out sent to another account and CB won't fix it

[labradorguy]

A cammer friend I moderate for cashed in a significant amount of tokens. when he didn't receive the money in his account he contacted support. they told him the money had been sent to another account and even gave him the screen name of this model. they admitted the accounts didn't match. he has had two step verification. when he asked the money be sent to him support told him he had to have his bank return the money first!! the money they themselves admitted was sent to someone else's account. he cannot get past this to get his money. where can he turn if support will not help and how did this money get sent to this other person's account especially when he had two step? it seems like an inside job by CB, but how does he get past this brick wall?