I lost my bnb while sending it from metamask to coinex account

More than 4 days ago, I sent some bnb from metamask to my coinex account. Bnb was cut and nothing has been received yet! I sent messages to support team and they just sent me some automatic messages. Again recently i sent some bnb from coinex account to metamask and it has disappeared too. I wanna know what has happened to my bnbs? I absolutely want them back. Any suggestion?