The tickets we have gotten from bug reporting have not shown any technical problem on this issue. The few tickets that we have, show the user does not own the address they claim to control. In one case, the user gave us an address that is empty but insists it is not. Anyone thinking they sent Ada to their wallet should go back through their activities to see if they made a mistake somewhere. It is possible that ‘copy’ or ctr-c did not work and you sent funds to an address previously stored in your copy/paste tool. As someone who has to copy and paste addresses a lot, this happens to me often. We have some cases where people tried to pull their address from a previous transaction summary and copied the wrong address. If you think you have accidentally sent funds to an exchange change address, you might want to contact the exchange.
If you truly believe that the wallet should have funds, then you should try a restore on another machine.
What we would need to proceed with a more in-depth investigation. A screenshot with the wallet address that has funds but a wallet balance of zero. Example screenshot attached.
