I want to receive the amount paid by customers who used my house in January

I want to receive the amount already paid by customers who used my house in January 2019 and so far I haven't received it and it's April 2019. I called the website several times and I am always attended by someone who cannot explain what is happening. I am traveling to Austin, Texas in May and I will take this matter to Matriz to try to resolve it. The attendants in general are incompetent and are not Brazilians who speak Portuguese with an accent and have no understanding of bank transactions in Brazil asking ridiculous questions. Yesterday finally a Brazilian answered and said that the CPF of the account was wrong and that to resolve it I should create another register which is what I am doing.