I have been desperately trying to get a transcript...

I have been desperately trying to get a transcript sent for a few months now. I was told it was sent but my new school never received it. I have been reaching out to the advisor that was assigned to me but they are not getting me an answer. I do not have a problem paying another fee and paying to have it sent with tracking information, but I am unable to request it through the portal anymore since I withdrew. This is disappointing because my experience was really good until this happened. I am really desperate for help at this point. Can someone from the university please help me??