Vault market not paying out

Good day

I have made a Withdrawl on the 31 Jan 2021 of 4955, however there is no track of the funds on the app and I never received it, this is upsetting because those funds was expected and all the agent said to me when they called me was, there’s nothing they are able to do as there is no track of the funds, so what do I do in this case?

Another issue I experienced with vault markets is when I set my stop loss in deep profit, and I hit stop loss and it takes away from my balance, how is this possible if I take spreads into consideration

Please assist