Lack of communication. HELP!!

I withdrew money from my trading account on the 20th of August and the money did not reflect to my account, I then sent an email to the trading company and they gave me ARN number so that Tymebank can trace it for me and if they cant they should provide me a letter as they do not accept bank statement. So far I spoke to two consultants on the phone, the first one on the 26th and told me to wait for 7 working days the money could reflect which the 7th day was on the 30th. I called again today and was given an email to send my query and I did but there's no communication is to my query is being investigated or what. At least an automatic reply to show my email is received and I keep wondering if I'll be assisted or not. The lack of communication is so uprofessional. At least if they cant trace it can I be given a letter to submit to the trading company so that they can investigate.