Bad Forex Service

Have been on the phone since this morning, emails forwarded. Forex Inward Transfer for value dated 31 Aug 2023, still not reflected in my account. Customer Care said you can’t get through, they can only assist by sending emails. We have to pay for a vehicle, but are unable to get ahold of anyone in Forex to find out where the funds are. What is the point in having this service when it can’t be produced. I am in dire straits and afraid that we will lose our deal on the vehicle.