Did you ever get this resolved?
I am having the same problem with CEX.IO. I wired them $5000USD and my bank informed me they received the money.
Not sure what to do from here. I've made support tickets, they respond back asking for additional information that I already sent them in the same ticket!!!
CEX.io are heavily backlogged, in all departments. Which is why they don't even let people register on their site currently, only allowing in a handful few new accounts sporadically. So far they have never 'scammed' anyone out of their money. Albeit they are extremely slow at processing WIRE transfers. Just keep pestering them on social media and here on BTT but try to keep only 1 support ticket opened at any given time.