Funds not reflecting in account after a month, Helpdesk tickets closed without assisting.

Hi, I've helped my parents fund there investment account with you and have deposited money into the Citi bank USD account. Its been just under a month and the funds are still not reflecting in the account. I opened ticket number *** to address this, sent all relevant documents, but the closed without resolving anything. Had to now open a new ticket and start over again ***.

Please assist with letting me know when the funds will reflect; or refund the amount urgently. For it to take a month for funds to reflect is crazy since other platforms like Etoro allow funds to be transferred and invested in the same day.