Something similar happened to me about a week ago, where I lost my funds cause I sent Polygon Matic which wasn't supported by the exchange where in reality I was supposed to send ERC20 Matic.
This was due to my own carelessness, but could also partly blame exchange's UX [1].
[1]
https://www.talkimg.com/image/ROG5fWhat does the UI look like when you enter the Deposit Page?
Polygon is available on many networks, certainly, if the exchange did not give any information or warning regarding what kind of chain they are supporting, that would surely be a bad both UI and UX. Generally, the availability of an altcoin on many networks is enough to confuse some users, especially the non-technical ones, though even I'm aware of technical people who are still perplexed by it.
It indicates it is necessary for the exchange to develop and research the most suitable and informative user interface when dealing with such a case.