Fiverr Holding My Money: Zelle payment sent to wrong person

Sorry for the wall of text. Quick background on my situation — any input appreciated.

Zelle payment sent to wrong person. I've been dealing with this for about 16 weeks now and the situation isn't improving.

The amount being held/disputed is approximately $28,667. I have tried contacting customer support 9 times with no resolution.

Do I have a strong case? What should my next steps be?

This comes up a lot.

I ended up filing with the appropriate government agency or something like that, which cost about $4-8 but saved me a lot more in the long run imo.