MetaTrader 5 Withdrawal Not Received After Days Despite Promise

I was trading Forex through MetaTrader 5, and on November 13, I submitted a withdrawal request for the 2,640 USD in my account. I was told that the payment would be made within 48 hours, but days have passed and the money has still not been transferred to my account. I cannot reach anyone about this issue, and customer representatives are not responding at all. I made the transaction through the iOS app and did not receive any warnings or error messages in my account. This was my first withdrawal request, and no additional fees or commissions were requested. I am requesting the return of my funds and want my issue resolved as soon as possible.