I am unable to withdraw money from my account

Hi, my name is Walter Huang. I have an account #2400118 with Teknos Limited. I tried to withdraw $3000 on 1/28/23. The company never processed my request and I have tried to contact online service and no one answered my request at all. Therefore I cancel my original request on 2/15/23 and request another withdrawal with $10384 in order to close my account with this company. please help me to resolve this issue. Thanks!