Same thing happened to me, nucleus support was the shit. My account got phished somehow before I ever used 2-FA and I lost $2400, nucleus support refunded me $1800 after a week or two of messaging them, and then apologized for sending $1800 instead of $2400 and said they sent me the wrong refund and there's nothing else they could do. It was still amazing and I didn't expect to get a dime back and wouldn't have if it were alphabay or any other market.
Same thing happened to me, nucleus support was the shit. My account got phished somehow before I ever used 2-FA and I lost $2400, nucleus support refunded me $1800 after a week or two of messaging them, and then apologized for sending $1800 instead of $2400 and said they sent me the wrong refund and there's nothing else they could do. It was still amazing and I didn't expect to get a dime back and wouldn't have if it were alphabay or any other market.