A t o Z Moonlighter

I hired a freelancer to complete a project. I used safepay and deposited $900. The freelancer is not capable of deliver the service he agreed on so I requested a refund. Once I requested the refund, the freelancer denied it and submit a dispute. I search "what to do next" and am told I need to try and communicate with the freelancer to resolve the issue. I search for a full day trying to figure out how to do that, as it appears I have been blocked from contacting the freelancer. I then submit a support ticket and am told "Hi [redacted] I apologize for the trouble. You should definitely be able to exchange comments with your freelancer via the dispute page but it looks like were having some problems with the request refund tool. Im letting our development team know now and Ill follow up with you in 1-2 business days with a resolution. Thanks for your patience!" I then try to get someone by phone and after several attempts I leave a message. Rather than getting a call back I got this email "I just received your voicemail. I've been out of the office today and just got back in. Our development team is aware of the bug and is currently fixing it. They've told me that the fix will roll out Wednesday morning with a bunch of other updates to our site. I understand the frustration completely. If youd like, attach all evidence and final comments to your next email, that way, if there are any unforeseen problems Wednesday morning Ill fast track the entire dispute to arbitration. I know that you are concerned with getting your $900.00 quickly but you must understand that SafePay is meant to protect BOTH the employer and freelancer. If the freelancer disputes your refund (as he has) then the dispute needs to be sent to our arbitration department where our arbitrators upload a ruling. Arbitration is a process that takes about 7 business days this is a common process shared across all online freelancer platforms."