Exness suddenly stop my trade with no authorization!

Here is the story. I place an order, and per usual, I place a stop loss order several pips below. Exness stopped trading the pair for 30 minutes for no reason or prior information. I thought this was an error, so I sent them an email. But they didn't reply to my email, and to this day, I still haven't received any reimbursement or at least an explanation about how my order was top abruptly. This is very disrespectful. Shame on you!