Most of the times, when unusual activities happens within a wallet or platform, it is always right to contact the team on whatever social media channel they are active on and get first hand information about the issue, so far you are sure you did the right thing. Therefore, it would be wise to contact their customer service representative or team, you can start with telegram as it is always the fastest, and lay your complian and challenges. But coins can't just vanish, could be there is an update going on which is bringing up glitches or resulting in bugs, just be patient and contact the team..