Banxa is a scam?

I haven't issues with them before but I put an order in yesterday to buy $420 worth of ETH. It still hasn't processed after 24 hours. I put in a support ticket and was told they're still working on it. But now I recived two conflicting emails.

"Your purchase order has been completed and we have transferred the cryptocurrency to the wallet address that you provided in the order.

Cryptocurrency transfers are irreversible which means we cannot recover the cryptocurrency we sent to your wallet. Because we cannot recover the cryptocurrency we cannot refund you the amount paid to us to purchase the cryptocurrency."

"Thanks for reaching out and apologies for the delay in processing your order.

We are sorry as we encountered technical issue in fulfilling some orders and it appears that it has affected your order. Please be advised that the resolution time may be delayed, unfortunately we can not provide a timeframe, but rest assured that this is being looked into and will be resolved as soon as possible.

Just a heads up though, in case your order will not be fulfilled, we guarantee that your payment will be refunded."

And no, it hasn't be fulfilled. But the fact I was given these two conflicting emails within minutes of each other is concerning. One is telling me the order has been fulfilled and I can't receive a refund. The other is telling me the order hasn't been fulfilled and I will receive a refund if it isn't. So I don't know what to believe and why they would send two conflicting messages.

Anyone else have issues with Banxa? Are they a possible scam?