Crypto Exchange Dispute — Zelle payment sent to wrong person

I've been trying to resolve this on my own but I'm stuck.

Zelle payment sent to wrong person. I've been dealing with this for about 11 months now and the situation isn't improving.

Am I overthinking this or is this a real legal issue worth pursuing?

I work in this industry and unfortunately this is very common. The good news is that when people actually push back with legal representation, companies usually settle no cap.