Missing Payout - Support not getting back to me

[MerchFit]

I logged job with support on 22/01/25 for a missing payout that has not failed or been cancelled its just sitting in pending with no payout date against the order. I contacted support another 3 times by chat and every-time I am being told its being escalated to billing and to keep an eye on my emails but nothing. 

I have no notifications and all settings on my store are correct, and support cant tell me whats wrong with the store. I have re-added bank account details as asked by support but this did not do a thing. 

Any ideas as to what could be causing this, or how to escalate this further. We are holding back on advertising now as we fear we cannot be paid and frankly losing faith in Shopify. 

Ticket number 54608230