Closing an account: Checking or savings account

My Relay account was closed after a fraud review triggered by a customer transaction. The issue was later resolved and I was informed that the transaction was legitimate and my remaining balance would be returned to me by mailed check. My account balance is approximately $13000.00. I was asked to verify my mailing address, which I did by providing a bank statement showing my current address. Despite this, I have not received confirmation that my address was approved, nor any update on when the check was issued or mailed. It has now been over two weeks with no tracking information or clear timeline, and support has not been able to escalate my case or provide a supervisor. I am requesting the immediate release and mailing of my remaining funds or a written explanation for the delay.