Hi, there! We would be happy to help you get your funds back or see what is going on with your transaction. Have you submitted a ticket to our support team? Here is the link: https://shapeshift.zendesk.com/hc/en-us/requests/new

As we do not own the other ShapeShift account, we can not take that from that user. We understand the frustrations with this but since we were not involved with Steem until we added the asset to our exchange and the shapeshift account has already been created, we created the shapeshiftio. Again, please reach out to our team and they would be happy to help you!