I’m sorry about your experience, generally, for issues relating to your specific account it is better to contact us directly through our in-app chat or email (email@example.com).
Then about your problem, please let us know the amount (in email / chat) you are expecting and we can confirm whether we have received it.
We receive many transfers from TransferWise and the best thing to do is, when you send a transfer you can fill out a beneficiary email address (firstname.lastname@example.org) in TransferWise and we will get a receipt from them so we can keep track. Besides the receipt or the customer informing us, there is no way we can match the transfer to your account. References left in the TranserWise system do not arrive and on our end each transfer looks the same.
In the long term we will solve these issues by providing every customer with their own bank account number, but for now please inform us or fill out our email in TransferWise.