Got 20000 USD withdraw to Canada since Sep.07, shows up as "COMPLETED" but never get my money, beware

last message I got from CEX.IO is:

Dear Theblueicy,

Thank you for contacting us.

I will escalate this matter to the concerned department. The person in charge will get back to you in the nearest possible time for assistance.
Your patience on this matter is greatly appreciated.

Thank you for understanding.
Best Regards
Dale C.
Support Team