XM is withholding my withdrawal

Made a withdrawal of R17283.25 on the 13th of feb. R1000 was paid out in an hour, the R16283.25 was only processed on the 16th of feb. Messaged Xm and they told me to wait 2-5 working days to receive my funds. A week goes by and I don’t receive anything. I then message again for them to escalate it. They did so and told me to wait 24-48 hours for a reply. It is now over 2 weeks and I have not received my funds. Normally my withdrawals are almost instant but they somehow lost my money that i desperately needed. And there seems to be no sign of getting it back. I don’t recommend this company to anyone