Account closure - radio silence

I was passed to a specialist team on the 3rd November to close my account and withdraw my funds. This was due to a recalled payment.

The chat bot says any communications will be through email only but I have not received any communications despite me chasing on a number of occasions. It has been 11 days now

I did manage to get a person (I think) on chat, but they basically repeated what the bot had said and before I could respond, left the chat.

The total lack of communication is extremely worrying! Any advice on how to progress?