Is hacking okay for them?

My account got hacked, opened a support ticket sent them screenshots of the money that was sent from my "wallet" that was unauthorized, there response was: Regrettably, once your Bitcoin is sent out of your "wallet", there is nothing we can do to reverse the transactionor track the sent bitcoin. Then my account was suspended to upgrade my security?..... Is this right R16 000.00 just gone in a split second? What do i do.....