Invoice processed but the money never come, no reply from support

I has been 11 days since I openned a ticket, I also opened another ticket to know more about the automatic pay system, however the last ticket was answer 5 days after the ticket was created, this one have already 11 days and it is more important since I am not getting my founds SINCE MAY, there is a lot of money

Not even a "We are looking at your issue",

Could you please give me more insights about what is happening please,

Thanks in advance