Sad to hear its gone. Also open a ticket maybe...
I just assume they scammed me (us).
It's really easy to find the coins back, they just won't do it because it's our mistake, and free money for them. I still call it a scam.
I think i may know what could have happened here, coz the same thing may have happened to me, can you post the address that you sent the BCH to? BTW which wallet did you transfer FROM?
Edit: Sorry, got it from the tx you posted above. Do you have the priv key for this wallet: 13PPyKUqP94gPvWQmX6E2q25RKnNXuhkyf
Obviously I don't... This is the address I sent my BCC to, it is from ViaBTC. And they won't redeem my coins.
I'm screwed ! They fucking scammed me, and many others...