SWIFT transfer disappears into thin air

On the 2nd of December a SWIFT transfer was sent from a post bank in Belgium like every month for the past 2 years the only difference this SWIFT transfer has disappeared into thin air. My parents send me financial assistance every month as I am uu employed . The money has been deducted from their account but capitec says there is nothing in my account OR pending . I have been to the branch and they contacted forex . Forex want a document from the Belgian post bank which I sent them via email half a dozen times already but they do nothing about it . they don't even acknowledge that they have received it . I have rent to pay ,birds and myself to feed . they just don't care and do nothing to assist