XM broker terrible service

I opened account with the broker and on the 14th of September made a deposit through their application which connected with the my banking services. Transaction was successful but it didn't reflect on the XM account. Made follow-up with XM, they then requested proof of payment which I supplied and then bank statement, which I find ridiculous as proof of payment alone has a lot of data on it to proceed with the investigation. Payment still not reflecting as of today.