It sucks to hear that, but I don't think it's impossible. It sounds like an error on their part of their domain registrar. I have heard that some people try to pass off as someone with control over the site but it shouldn't take too long to get that back if it is that case.
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The good thing is, they took control of the domain. It is important to know how it happened, otherwise, it will keep happening, and they will not have any clue about it