Poor Customer Service

I submitted a disinvest on my RA beginning of April. I do understand it takes a couple of days to receive the funds. However, my RA statement shows that the money was debited from my RA on the 17th - I am yet to receive the funds. I have queried with the chat suite who are absolutely no help (not just in this case) I have also called and I get told that the issue has been escalated but no resolution. - Not to mention one of the agents having zero understanding of what i was talking about, perhaps they are new? - I pay private client fees yet I have never heard from my private advisor - nor do I now want to hear from them after you see this. It's disappointing that I have to result to complaining publicly in order to get answers