panicking, i can’t tell if i’ve been scammed, does anyone have experience with this bank?

A user paid $15,986 via CashApp to a finance account through zentrafinancing.com for what was described as refundable shipping fees, later discovering hidden terms requiring a 50k minimum balance and a one-year account commitment. The user is unable to receive their package without the refund and feels pressured by non-negotiable customer service policies.