Help! ShapeShift keeps my coin, 1 week passed but do not solve the problem, how

[tenten123]

Please help me! I made order in Shapeshift to exchange from XEM to DGB. I have successful transfered XEM to Shapeshift account but the website did not recognize the transfer. I lose XEM coin to Shapeshift account but receive nothing. I made ticket order to ask Shapeshift solve the problem: whether they made the exchange or return XEM coin to my account. They said will solve problem within 3 days. Now is 7 days passed and I receive no feedback from them. They also do not reply my email.
Can anyone here teach me what should I do to get back my coin? Please help me, I am so anxious now! Thank you so much!